Service & Ops Analyst

Service & Ops Analyst A little bit About MSET. At MSET, we are a leading Loyalty Services Company specializing in Next Generation Digital Solutions to propel client growth. Since our inception in 2019, we have developed and operate a proprietary loyalty solution that ensures measurable returns for our clients. With a global presence, we offer a complete suite of Loyalty Management Services covering strategy creation, operational management, App Development, Data analysis, Quality Assurance, and Solutioning. Our multinational teams, based in the UK, UAE, India, and Pakistan, are dedicated to Lifecycle Management, leveraging meaningful data insights to drive success for our clients. Join us in revolutionizing the loyalty landscape with innovative solutions and impactful results. What are we looking for you to do? Incident management - ticketing, troubleshooting, and/or ticket assignment to other teams Maintain communication with operations manager, staff members, and vendors to ensure adherence to protocols across key touch points Assist the operations manager in developing, planning, and coordinating operational activities Escalation management – identify and escalate incidents and service requests Communication – Incident status, Incident updates, Major incident communications Recommend new procedures for increasing the efficiency of day-to-day operations Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessary Problem Management – creation of problem tickets for assignment to departments to resolve. Create procedures and protocols (such as checklists) and manage periodically to keep updated Service request management for: a. Application access b. GDPR Requests c. Code Generation Requests d. General Operational Requests Communicate and coordinate with employees (including executive operations team) and Client Onboard and train new employees to ensure that they adhere to standard operating procedures Required skills and qualifications Proven organizational skills, including time management Incident / Issue handling preferably for Loyalty and reward management Strong analytical and problem-solving skills Self-sufficiency and an ability to work with minimal supervision Strong verbal and written communication skills Preferred skills and qualifications Degree in Computer Science or Information Technology Two or more years of experience in an operational or similar role Having Loyalty and reward management is a big plus Experience with agile or Scrum principles. Knowledge of AWS, Azure, or Google Cloud Platform. Knowledge of Mobile applications Knowledge of security and data protection regulations (e.g., GDPR, CCPA) What are we looking for in the successful candidate? Proven organizational skills, including time management Incident / Issue handling preferably for Loyalty and reward management Strong analytical and problem-solving skills Self-sufficiency and an ability to work with minimal supervision Strong verbal and written communication skills Having Loyalty and reward management is a big plus Experience with agile or Scrum principles. Knowledge of AWS, Azure, or Google Cloud Platform. Knowledge of Mobile applications Knowledge of security and data protection regulations (e.g., GDPR, CCPA) What can we offer you? An opportunity to develop your career with a growing business developing leading edge technology. A competitive salary and performance related bonus. Annual Holiday Allowance of 20 Days, plus 8 National Holiday days to be used at your own discretion. Flexible Hybrid Work environment Insurance Cover