About the Role

Join our Service Management team as a IT Service Operations Associate for Lending Solutions, responsible for Incident management, AWS operations, cost management, stakeholder engagement, change management, and AI-powered service optimization. This is a high-impact role interfacing between product, engineering, and operations in the quick-evolving Lending Solutions landscape.

Key Responsibilities

Incident & Problem Management: Own the full lifecycle of issues including triage, RCA, coordination, and resolution. Leverage ITSM tools like ServiceNow, Azure DevOps, and Jira to manage workflows and ensure SLA adherence.

AWS operations: Monitoring the AWS infrastructure and ensure reliable and resilient product infrastructure.

Security Champion: Act as a security champion for the segment. Familiarity with security scanning tools and tracking remediation

Cost Management: Implement and monitor AWS cost controls and participate in cost optimization initiatives.

Documentation & Analysis: Write and maintain user stories, process flows, knowledge base articles, and RCA documents.

Project Participation: Support rollout of new features, automations, or upgrades. Provide business knowledge during cross-functional initiatives.

Core Skills

ITSM: Strong ITSM experience with experience on AWS technologiesTools:



ServiceNow, Jira, Power BI, Tableau, SQL for queries and diagnostics

Tech Awareness: Basic understanding of Spring Boot, JBoss, Tomcat, and cloud infrastructure

AI & Modern Service OptimizationAI Tools & Frameworks: Exposure to Azure AI, OpenAI, ServiceNow AI for service automation, predictive alerts, and NLP-based support insights

Automation & Scripting: Use of Python, PowerShell, or JavaScript to automate triage or data extraction tasks

Observability & Diagnostics: Familiarity with Splunk, Cloud Watch, or AppInsights for production diagnostics and post-incident analytics

Data-Driven Service Analytics: Use AI tools and dashboards to extract service KPIs, patterns, and actionable insights from service performance data

Soft Skills

Excellent communicator and cross-functional collaboratorAnalytical thinker with structured, client-focused approachOperates with urgency and a continuous improvement mindsetComfortable working in compliance-heavy and fast-paced environments

Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

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