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 transparent 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 (India)
🏢 CSC
📍 India