Service Operations Analyst - SAP BRIM (NBS)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

Role & Responsibilities

• Provide applications troubleshooting and on-site support
• Simulate user problems to resolve operating difficulties
• Coordinate activities to identify, diagnose and rectify problems
• Develop mitigating and/or preventive solutions
• Assist in investigation of complex user reported issues
• Support in the testing, installation and deployment of applications and patches
• Perform regular maintenance checks on the applications
• Support and assist in regular server maintainance, system accesses, systems monitoring, backups, patching and daily health checks
• Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
• Minimum of 6 years of experience in IT service management or related roles
• Proven experience in managing service operations, incident management, and problem resolution
• Experience working with third-party service providers and vendors

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