We are looking for a Service Operations Analyst with 5-7 years of experience to manage and support IT services across business-critical applications. The role involves monitoring operations, handling incidents, ensuring service reliability, and driving continuous improvement in line with ITIL practices.

Key Responsibilities Service Support & Monitoring Provide operational support for enterprise applications and services. Monitor system performance, availability, and security. Handle incident management, service requests, and escalations within defined SLAs.

Operational Management

Coordinate deployments, upgrades, and patches. Maintain documentation of operational processes, workflows, and troubleshooting guides. Ensure compliance with ITIL-based service management practices. Collaboration & Communication Work closely with developers, QA, and infrastructure teams to resolve issues. Act as a liaison between business stakeholders and technical teams. Provide regular reports on service performance, incidents, and improvements.

Continuous Improvement





Identify recurring issues and propose automation or process enhancements. Contribute to service optimization initiatives, including monitoring tools and dashboards. Stay updated on industry best practices and emerging technologies.

Required Skills &

Qualifications Bachelor’s degree in Computer Science, Information Technology, or related field.3–5 years of experience in IT service operations or application support. Solid knowledge of ITIL processes (Incident, Problem, Change Management).Familiarity with ticketing systems (ServiceNow, JIRA) and monitoring tools.Excellent communication, analytical, and problem-solving skills.Preferred SkillsExposure to enterprise CMS platforms (e.g., Sitefinity, SharePoint, Adobe Experience Manager).Knowledge of cloud hosting environments (Azure, AWS).Experience with DevOps practices (CI/CD pipelines, automation).ITIL certification or equivalent service management training.

📌 Senior Consultant (Hyderabad)
🏢 Virtusa
📍 Hyderabad