Analyst – Service Ops Support

Minor Hotels Europe and Americas

Analyst-Service Ops Support role at Allianz Services focusing on incident management and monitoring. Collaborating within the team and ensuring customer communication and documentation.

Posted 6/10/2026full-timePune • 🇮🇳 IndiaJuniorMid-LevelWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

incident managementtroubleshootingmonitoringdata pipeline managementknowledge managementSOP creationITIL frameworkticket management

Soft Skills

customer communicationcollaborationproblem-solvingtime managementprioritization

Tools & Technologies

ServiceNowRemedyJiraMicrosoft CopilotChatGPT

Industry Keywords

Service DeskIT Supportcustomer-focused environmentSLA compliance

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Monitor data pipeline status and health to ensure optimal performance and proactive issue identification
Monitor Incident Management (IM) queue for assigned incidents and prioritize based on urgency and impact
Acknowledge user queries and incidents promptly, ensuring timely response SLA compliance
Gather necessary information and perform initial troubleshooting to determine root cause of issues
Open, track, and manage tickets for assigned users, following up with involved parties until resolution
Verify and validate incident resolution before closure to ensure quality and completeness
Collaborate with Level 2 support teams to seek guidance or escalate complex incidents as needed
Maintain 100% adherence to both response and resolution SLAs
Ensure timely and professional customer communications using standard templates and established processes
Maintain regular communication and updates with stakeholders regarding incident investigations, progress, and resolutions
Actively facilitate communication between business functions and Group divisions during alignment phases, changes, and updates
Create, update, and manage Knowledge Base articles and Standard Operating Procedures (SOPs) for incidents within scope
Document incident resolutions, troubleshooting steps, and best practices for future reference
Contribute to continuous improvement of knowledge management processes
Collaborate strongly across global functions and teams to ensure seamless service delivery
Support team members during high-volume periods or escalations

Requirements

What you’ll need

0-2 years of experience in Service Desk, IT Support, Incident Management or Any Support roles
Proven experience in incident management and monitoring within an ITIL framework
Experience working in a fast-paced, customer-focused environment
Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.)
Experience with AI tools such as Microsoft Copilot, ChatGPT, or similar for troubleshooting and analysis
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities