Description
Role: Technology Service Management Analyst
Location: Bangalore
Work schedule : 11.00 AM to 8.00 PM IST
Work Model: Hybrid

Introduction to the role
The Technology Service Management Analyst is a Tier 1 application support role responsible for providing first‑line support for business‑critical applications as part of a global follow‑the‑sun support team. This role serves as the initial point of contact for incidents and service requests, ensuring timely triage, resolution, and escalation in accordance with established service management processes.
The role focuses on operational excellence, customer experience, and consistent execution of ITIL‑aligned practices across a 24x5 global support model.
Some of the things you’ll be doing:
- Provide first‑line (Tier 1) support for enterprise applications, responding to incidents and service requests from global users
- Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks
- Accurately log, categorize, prioritize, and update tickets in the service management system




- Escalate incidents to Tier 2 or Tier 3 teams with clear diagnostics and supporting information
- Operate as part of a global follow‑the‑sun support model, ensuring seamless handover between regions
- Document incident status, actions taken, and next steps to support effective regional transitions
- Adhere to agreed shift patterns and coverage schedules to maintain continuous service
- Monitor queues, alerts, and dashboards to ensure timely response and resolution
- Manage user communications, providing transparent updates on status, workarounds, and resolutions
- Support major incidents by performing triage, communications, and coordination tasks as directed
- Monitor application alerts, batch jobs, and operational dashboards
- Perform routine operational checks to confirm system availability and performance
- Follow established support documentation, knowledge articles, and procedures
- Contribute to knowledge

📌 Technology Service Management Analyst (Bengaluru)
🏢 CSC
📍 Bengaluru