IT Service Analyst

2 weeks ago

Bengaluru, Karnataka, India Swiss Re Full time

About the role

We are looking for an IT Service Analyst with a great passion for internet network protocols, cyber security, and network infrastructure to join our global IT Service Coordination team. We are equipped with solutions & tools to obtain a realtime health-status of IT systems. This enables you to be efficient in detecting potential or evident IT service failures, as well as cyber-security incidents, before a considerable impact is affecting business operations. As an integral part of the Incident Management process, you perform a first technical analysis/diagnose, coordinate responsible support teams in a multi-vendor-support model, assure SLA thresholds, and escalate problematic situations where appropriate. In this role you prioritize and manage several open cases within a central ticketing system (Service NOW) and you play a fundamental role in evaluating the performance of IT Service Providers (vendors). Projects, service improvement initiatives and an active Knowledge Sharing & Technical Training culture adds an exciting flavor to this role, which covers a wide-ranged service spectrum, such as Wireless & Premise Network LAN and MAN, SD WAN, Smart Building solutions, Data Center & ICT Rooms, DC LAN, private and public Cloud Connectivity, Internet, Security, Firewall & Security Services, VPN, Load Balancing Services, DNS, DHCP and IP Address Management.

This position is a backfill for our EMEA shift which means that the working hours are aligned with central Europe.

Main responsibilities

  • Ticket Management (Opening, Re-Assigning, Dispatching, Chasing, Escalating, Auditing, Authorizing, Resolving)
  • Provide near-real-time, end-to-end IT service "health status" by interpreting data visualized on dashboards & provided in monitoring tools
  • Enable a quick Incident Response & Resolution through adequate coordination for dedicated IT services in a multi-vendor support setup
  • Work to assure SLAs and OLAs are not being breached
  • Escalation & Conflict Management
  • Knowledge Management including creating & recertifying KBAs, exchanging ideas, sharing experience & feedback
  • Acquire and maintain technical expertise within the Connectivity Services IT spectrum
  • Incident & Problem Management as well as other IT Service Operation processes such as Service Transition (Change Management) and assistance for Major Incidents and Root Cause Analysis thereof
  • Contribute to and attend Service Review Boards
  • Make sure new services or service changes (e.g. new sites/locations) pass all gates within the IT Service Coordination before it's handed over to operations
  • Analyze ticket trends and proactive detection of events / findings from and in monitoring tools
  • Provide technical assistance or 4-eye-checks for specific types of Change Requests, such as Firewall Change Requests, DNS Change Requests, etc.
  • Respond to Internet-Proxy/Webfilter Service Requests and implement them
  • Co-develop Service Operation Guides (SOGs) with Service Providers and assure global consistency with Swiss Re processes
  • Establish a good working relationship within the Business, Customers, Service Providers and within our own team

About the team

The IT Service Coordination Team is a global team currently based in Armonk (US), Hong Kong (China), Bratislava (SK) and Folkestone (UK), where the "follow-the-sun" rota assures a 24/7 support model. As part of the Connectivity Services organization, the IT Service Coordination Team is interaction with all sub-departments for all sorts of IT Service Operations matters. The Connectivity Services organization spreads its wings across several locations, where different cultures, backgrounds and skills merge to accomplish operational excellence.

About you

Technical Qualifications:

  • +3 years of experience in a technical / network support role
  • Must have proven knowledge of DDI Services (DNS, DHCP, IP Addressing) in a global environment
  • In addition must have proven knowledge in at least two of the following areas: Routing and switching experience in technologies (such as BGP, MPLS, Spanning Tree, etc.), SD-WAN, SDN configuration, Network automation tools (e.g. RestAPI), Network Access Control using Cisco ISE, 8021X, AAA, and ACS, Cisco Wireless networks (WLC, Prime, DNA), Azure networking
  • CCNA/CCNE or an equivalent qualification is preferred
  • Good understanding of Network Services and the related internet protocols, Firewalls and network security
  • Understand complex technology stacks and their dependencies
  • Ability to read network topologies, drawings and network documentations

Personal Skills:

Strong customer service ethos and excellent communication skills in person, via phone and email/messaging

Familiar with Incident-, Problem-, Request Fulfilment, Change- and Event Management

Proven troubleshooting, problem solving and analytical skills

Major Incident Management experience is a plus

Excellent verbal and oral communication skills in English (any other language is a plus)

Fantastic team player able to work well as part of a distributed team

Ability and disposition to ...

  • Remain calm under pressure and prioritize work in a dynamic environment;
  • Understand business as well as operational requirements and communicate target group related
  • Involve yourself in conflicts to contribute to a constructive resolution;
  • Assume responsibility and orchestrate incident resolution autonomously

Work in a global company with people having diverse backgrounds

Ability to offer on-call support on rotating weekends

Enthusiasm for continual learning

Occasional travel


About Swiss Re


Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. We cover both Property & Casualty and Life & Health. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.


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Reference Code: 129997

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