Senior Analyst (Service Desk)

Sapiens is on the lookout for a Senior Analyst (Service Desk) to become a key player in our Bangalore team. If you're a Service Desk pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Bangalore, India

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

What you’ll do:

• First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels
• Lead and coordinate the major incidents, ensuring quick resolution and minimal business impact.
• Act as the central point of contact during major incidents, facilitating technical bridge calls and engaging relevant resolver teams.
• Document incident timelines, root causes, and actions taken during and after incidents.
• Communicate incident updates to stakeholders, including senior management, through structured communication channels.
• Identifying trend of Major incidents and coordinating with respective resolver groups to arrive at a permanent solution via Problem record
• Communicate with Change Management teams to prevent recurrence of major incidents.
• Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment.
• Ensure associated internal tickets are created with complete information and appropriate support team assignment.
• Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress.
• Manage tickets lifecycle end to end adhering to process in place.
• Proactively monitor ServiceDesk ticket queue and take appropriate timely actions.
• End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails.
• Follow on call process including multiple teams without miss.
• Coordinate RCA document preparation and submission within set timelines.
• End to end Service Request Management.

What to Have for this position.

Must have Skills.

• Total Experience of at least 4+ years in 24/7 ServiceDesk environment with application support experience.
• Good hands on expierience on monitoring tickets 
• Hands on experience on critical incident management
• Hands on awareness on all other ITIL processes( Incident, change, servicerequest management, problem management)
• Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time
• Good hands-on experience in ticketing tools like ServiceNow.
• Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills
• Ready to work in rotational shifts and offs without any issues
• Team player who believes in collaborating with team members and lending extra support wherever needed

Good to have Skills.

• ITIL V4 foundation knowledge and preferably certified.
• ServiceDesk background and experience
• Basic knowledge of networking monitoring – Good to have
• Windows administration Basics knowledge – Good to have
• Basic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting – Good to have

Required skills.

• Good Communication skills both verbal and written
• 24/7 ServiceDesk background
• ITIL knowledge and background
• Ready to work in 24/7 team with rotational shifts