Senior Analyst (Service Desk)

Sapiens is on the lookout for a Senior Analyst (Service Desk) to become a key player in our Bangalore team. If you're a Service Desk pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Bangalore, India

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

What You’ll Do

First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels

Lead and coordinate the major incidents, ensuring quick resolution and minimal business impact.

Act as the central point of contact during major incidents, facilitating technical bridge calls and engaging relevant resolver teams.

Document incident timelines, root causes, and actions taken during and after incidents.

Communicate incident updates to stakeholders, including senior management, through structured communication channels.

Identifying trend of Major incidents and coordinating with respective resolver groups to arrive at a permanent solution via Problem record

Communicate with Change Management teams to prevent recurrence of major incidents.

Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment.

Ensure associated internal tickets are created with complete information and appropriate support team assignment.

Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress.

Manage tickets lifecycle end to end adhering to process in place.

Proactively monitor ServiceDesk ticket queue and take appropriate timely actions.

End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails.

Follow on call process including multiple teams without miss.

Coordinate RCA document preparation and submission within set timelines.

End to end Service Request Management.

What To Have For This Position.

Must have Skills.

Total Experience of at least 4+ years in 24/7 ServiceDesk environment with application support experience.

Good hands on expierience on monitoring tickets

Hands on experience on critical incident management

Hands on awareness on all other ITIL processes( Incident, change, servicerequest management, problem management)

Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time

Good hands-on experience in ticketing tools like ServiceNow.

Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills

Ready to work in rotational shifts and offs without any issues

Team player who believes in collaborating with team members and lending extra support wherever needed

Good To Have Skills.

ITIL V4 foundation knowledge and preferably certified.

ServiceDesk background and experience

Basic knowledge of networking monitoring – Good to have

Windows administration Basics knowledge – Good to have

Basic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting – Good to have

Required Skills.

Good Communication skills both verbal and written

24/7 ServiceDesk background

ITIL knowledge and background

Ready to work in 24/7 team with rotational shifts

About Sapiens

Sapiens is a global leader in the insurance industry, delivering its award-winning, cloud-based SaaS insurance platform to over 600 customers in more than 30 countries. Sapiens’ platform offers pre-integrated, low-code capabilities to accelerate customers’ digital transformation. With more than 40 years of industry expertise, Sapiens has a highly professional team of over 5,500+ employees globally. For More information visit us on www.sapiens.com .

Disclaimer: Sapiens India does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens . Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Sapiens shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution.

In the event that you come across any fraudulent activities in the name of Sapiens , please feel free report the incident at sapiens to [email protected] .