Analyst - Service Ops Support
Trivandrum, KL, IN, 695581
Overall Objectives of Job:
- Incident Management & Monitoring
- 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
- Engage Vendor timely and follow vendor management
- Identify and report recurring issue and produce the trend analysis
- Should be willing to work in Rotational shifts (24*7)
Customer Communication & Stakeholder Management
- 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
- Provide user training and guidelines for issues arising from knowledge gaps or user errors
- Actively facilitate communication between business functions and Group divisions during alignment phases, changes, and updates
- Build and maintain strong relationships with internal and external stakeholders
Knowledge Management & Documentation
- 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
- Ensure documentation is accurate, up-to-date, and easily accessible to the team
- Contribute to continuous improvement of knowledge management processes
Collaboration & Cross-Functional Support
- Collaborate strongly across global functions and teams to ensure seamless service delivery
- Participate in team meetings, knowledge sharing sessions, and process improvement initiatives
- Support team members during high-volume periods or escalations
- Contribute to a positive team culture focused on excellence and continuous learning
Allianz India Duties & Responsibilities :
- Follow Allianz Services HR policies
- Organize/ participate in various divisional level and organization level activities and initiatives such as OPEX, ICG, TCG, Diversity, Innovation, and Charity.
- Ensuring on-time Weekly/Monthly reporting as required.
ISMS Responsibilities :
- Conduct ISMS activities in BC team as per the guidance of ISMS Team SPOC
- Adhere to the Information Security policies day in and day out
- Report any ISMS events / incidents as per the reporting procedures
- Shall be aware of all ISMS principles and guidelines
Qualification & Experience:
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- 0-2 years of experience in Service Desk, IT Support, Incident Management Or Any Support roles 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)
100396 | IT & Tech Engineering | Entry Level | Non-Executive | Allianz Services | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
