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.
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 maintenance, 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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