Service & Ops Analyst

Service & Ops AnalystA 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 pointsAssist the operations manager in developing, planning, and coordinating operational activitiesEscalation management – identify and escalate incidents and service requestsCommunication – Incident status, Incident updates, Major incident communicationsRecommend new procedures for increasing the efficiency of day-to-day operationsMonitor day-to-day operations, report on performance, and recommend actionable improvements when necessaryProblem Management – creation of problem tickets for assignment to departments to resolve.Create procedures and protocols (such as checklists) and manage periodically to keep updatedService request management for:a. Application access b. GDPR Requestsc. Code Generation Requestsd. General Operational RequestsCommunicate and coordinate with employees (including executive operations team) and ClientOnboard and train new employees to ensure that they adhere to standard operating proceduresRequired skills and qualificationsProven organizational skills, including time managementIncident / Issue handling preferably for Loyalty and reward managementStrong analytical and problem-solving skillsSelf-sufficiency and an ability to work with minimal supervisionStrong verbal and written communication skillsPreferred skills and qualificationsDegree in Computer Science or Information TechnologyTwo or more years of experience in an operational or similar roleHaving 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 managementIncident / Issue handling preferably for Loyalty and reward managementStrong analytical and problem-solving skillsSelf-sufficiency and an ability to work with minimal supervisionStrong verbal and written communication skillsHaving Loyalty and reward management is a big plusExperience with agile or Scrum principles.Knowledge of AWS, Azure, or Google Cloud Platform.Knowledge of Mobile applicationsKnowledge 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 environmentInsurance Cover