Company Description MSE Technology is dedicated to bringing organizations’ visions of outstanding digital experiences to life. The company uses an agnostic approach, selecting best-in-class technologies to build digital applications that power and elevate brands.

With strong Data and MarTech expertise, MSE Technology focuses on insight-driven decision-making to strengthen consumer engagement. The team prides itself on delivering world-class products and services for clients across diverse industries. Professionals joining MSE Technology can expect a collaborative environment focused on innovation, quality, and measurable impact.

Role Description: We are looking for a Service & Operations Analyst to join our team and take ownership of day-to-day production operations, application monitoring, incident management, and operational governance.The role will work closely with Product, Engineering, Development, Infrastructure, Data, and Business teams to ensure the stability, availability, and smooth operation of business-critical applications and services.

The ideal candidate should be comfortable working in a fast-paced production environment, investigating issues, coordinating with multiple teams, monitoring application health, and driving incidents through to resolution.

Key Responsibilities

- Monitor production applications, dashboards, alerts, and key operational KPIs to identify issues proactively.
- Own and coordinate P1/P2/P3 and P4 incidents from identification through resolution.
- Lead incident communication, stakeholder updates, escalation, and follow-up activities.




- Perform initial investigation and coordinate with relevant technical teams for deeper troubleshooting.
- Analyze application errors, logs, API responses, and monitoring data to identify potential issues.
- Prepare incident summaries, RCA documentation, and preventive action plans.
- Perform post-deployment and post-maintenance validation to ensure services are functioning as expected.
- Monitor production trends after releases and changes and identify abnormal behavior early.
- Work with Change Management teams to validate production changes and assess operational impact.
- Maintain operational SOPs, knowledge articles, troubleshooting guides, and support documentation.
- Track recurring incidents and work with Problem Management teams to identify permanent solutions.
- Coordinate with external vendors and technology partners during production issues.
- Prepare regular operational reports, service health updates, and management dashboards.
- Identify opportunities to automate repetitive operational activities and improve team efficiency.
- Ensure proper ticket hygiene, ownership, SLA adherence, and timely closure of ServiceNow/Jira tickets.
- Participate in on-call/shift-based operational support when required.

Required Skills

- 2–5 years of experience in IT Operations, Application Support, Service Management,



or Incident Management .
- Good understanding of ITIL / IT Service Management processes .
- Hands-on experience with Incident, Problem, Change, and Request Management .
- Experience working with ServiceNow, Jira, or similar ITSM tools.
- Strong analytical and troubleshooting skills.
- Experience with application monitoring and operational dashboards.
- Good understanding of APIs, HTTP status codes, logs, and basic SQL.
- Solid communication and stakeholder-management skills.
- Ability to coordinate multiple teams during high-priority incidents.
- Good documentation and reporting skills.
- Ability to work independently in a production/support environment.

Good to Have

- Experience with Braze, Mixpanel,Power Automate, SQL .
- Experience with cloud platforms such as Azure/AWS .
- Exposure to monitoring and observability tools.
- Experience with customer-facing digital applications/mobile applications.
- Experience working with distributed/global teams and multiple markets.
- Knowledge of automation and continuous improvement practices.
- ITIL certification or equivalent service-management certification.

What We're Looking For We are looking for someone who doesn't just react to incidents , but actively looks for ways to prevent them.

The right candidate should have an operations mindset —someone who monitors trends, questions abnormalities, follows up on actions, validates changes properly, communicates clearly with stakeholders, and continuously looks for opportunities to improve service reliability and operational efficiency.

📌 Service and Operations Analyst (Bengaluru)
🏢 MSE Technology
📍 Bengaluru