Dear Candidate,

Greetings from CSC!

We would like to share an exciting opportunity for the role of Technology Service Management Analyst based in India.

Kindly update your resume using the below link:

https://hczw.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/job/16701/?utm_medium=jobshare&utm;_source=External+Job+Share

Before applying, we encourage you to learn more about our company by visiting https://www.cscglobal.com/cscglobal/home/

This is a Tier 1 Application Support role, and we are particularly looking for candidates with hands-on experience in application support, incident management, troubleshooting, ticket management, monitoring, and user support.

Please find the job details and requirements below.

Technology Service Management Analyst

Location: Bangalore

Work Schedule: 11:00 AM to 8:00 PM IST

Work Model: Hybrid

Experience: 13 years

Introduction to the Role The Technology Service Management Analyst will be responsible for providing first-line (Tier 1) support for business-critical applications as part of a global support team.

The role involves incident triage, application troubleshooting, ticket management, monitoring, user communication, and escalation to appropriate support teams. The successful candidate should be comfortable working in a structured IT service management environment and following established troubleshooting procedures and runbooks.

Key Responsibilities

- Provide Tier 1 application support for enterprise applications and respond to incidents and service requests.
- Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks.
- Log, categorize, prioritize, and maintain accurate updates on tickets in the service management system.




- Troubleshoot application issues and perform basic log review and analysis.
- Escalate unresolved incidents to Tier 2/Tier 3 teams with clear troubleshooting details and supporting information.
- Monitor application alerts, queues, dashboards, and batch jobs.
- Perform routine operational checks to ensure application availability and performance.
- Communicate effectively with users regarding incident status, workarounds, and resolutions.
- Support major incidents through initial triage, communication, and coordination.
- Follow ITIL-based incident, request, and problem management processes.
- Maintain accurate incident documentation and support effective handovers.
- Contribute to knowledge base articles and documentation by recording recurring issues and resolutions.
- Identify opportunities to improve support processes and documentation.

Required Skills & Experience

- 1–3 years of experience in application support, IT operations, technical support, or service desk roles.
- Hands-on experience in application troubleshooting and incident resolution.
- Good understanding of incident, request, and problem management.
- Experience working with ticketing/service management tools.
- Basic understanding of application logs, alerts, monitoring tools, and dashboards.
- Ability to follow structured troubleshooting and escalation procedures.




- Strong analytical and problem-solving skills.
- Good verbal and written communication skills.
- Strong customer service orientation and attention to detail.
- Ability to work effectively under pressure and manage multiple incidents.
- Experience working in a 24x5/24x7 or global support workplace is preferred.
- Exposure to enterprise applications or financial services applications is an advantage.
- Willingness to work as part of a global support model and follow shift requirements.
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
- ITIL Foundation certification is an advantage.

Candidate Questionnaire Please provide the below details along with your updated resume:

- Total Years of Overall Experience:
- Years of Experience in Application Support:
- Years of Experience in Troubleshooting:
- Current Company:
- Current Job Title:
- Experience with Ticketing Tools (Yes/No – Please specify):
- Experience with Application Monitoring/Alerts (Yes/No):
- Experience with Application Logs/Log Analysis (Yes/No):
- Experience with Incident Management / ITIL Processes (Yes/No):
- Experience in Global Support Environment (Yes/No):
- Current CTC (Fixed + Variable) in INR:
- Expected CTC (Fixed + Variable) in INR:
- Preferred Location:
- Notice Period:
- Availability to Join within 30 Days (Yes/No):

If your experience is primarily in application support and troubleshooting, we would be happy to hear from you. Looking forward to hearing from you.

Regards,

Chaithanya Belliappa

Talent Acquisition Partner

CSC

Phone: (phone hidden)

[email protected]

📌 Opening For Technology Service Management Analyst - CSC - Bangalore (Bengaluru)
🏢 CSC
📍 Bengaluru