associate Operations analystTata Group

Job Description
Essential Duties and Responsibilities:
Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.
Actively monitor performance dashboards and event queues
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift hand over.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives
Maintain technical knowledge regarding existing and newly released Manulife services
Reporting Relationships:
Reports to Manager, IT Operations Center (ITOC)
Qualifications:
Good communication skills
1 to 4 years of IT Service Operations experience in a MNC Operations Support Center
Knowledge of IT Infrastructure and Application Performance monitoring tools preferably New Relic, Grafana and Statseeker.
Minimum ITIL V3 Foundation certification.
Experience working with ITSM tools, preferably ServiceNow
Bachelor's degree in business or computer science
Good and clear written English language
Knowledge of configuration management / controls / compliance
Flexible to work in shifts to cover 24/7/365 operations.
Ability to work under high pressure and flexibility to meet business demands as they arise40