Sr. Engineer - IT Service Management 4B

Overview

Business Analyst with production support experience who bridges end-users and technical teams by diagnosing live system issues, analyzing root causes, managing incident tickets, and translating operational issues into functional requirements and user stories for permanent software or product fixes.

What you'll do

• Gather requirements, perform gap analysis, and create user stories with acceptance criteria using Agile/Scrum methodologies.
• Translate technical concepts for business teams and business goals for developers.
• Manage incidents, perform root cause analysis (RCA), track SLA compliance, and work within ticketing systems.
• Receive user issues via helpdesk tools, capture error details, and categorize severity.
• Perform advanced technical investigation into application errors, integration blocks, and performance lags.
• Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
• Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space).
• Work alongside business users, infrastructure teams, database administrators (DBAs), and L3 software developers on RCA.
• Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
• Support user acceptance testing (UAT) and verify final solutions match requirements.

What you'll need

• Bachelor's degree in business information systems (IS), computer science or related field, or equivalent-related IT experience.
• Experience with production support.
• Language: English (required), advanced proficiency (C1).

Nice to have

• Proficiency in using Snow and Jira.
• In-depth technical knowledge of systems, networks, and software.
• Understanding of .NET technology based applications.
• Advanced ticketing and incident management systems experience.
• Strong analytical thinking and attention to detail.
• ServiceNow Certified Application Developer certification.

Details

• Location: Bangalore, India (Prestige Technology Park IV).
• Work mode: Hybrid.
• Shift: Night shift (India).
• Job type: Regular.