Service & Ops Analyst

2 weeks ago

Bengaluru, Karnataka, India MSE Technology Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Summary:

The ITIL Service Operations & Customer Experience Specialist is responsible for managing end-to-end service delivery processes aligned with ITIL best practices, while ensuring seamless digital customer journeys through CRM, loyalty, and analytics platforms.

This role bridges traditional ITSM operations with modern data-driven customer experience management — leveraging tools like Mixpanel, AIOps, and CRM applications to monitor, analyze, and enhance user engagement and operational performance.

Key Responsibilities:

  • Manage ITIL-aligned
    Service Operations
    processes, including Incident, Problem, Change, and Event Management.
  • Collaborate with
    DataOps, AIOps, and Data Engineering
    teams to monitor, analyze, and enhance end-user journeys across digital touchpoints.
  • Utilize
    Mixpanel
    and other analytics tools to proactively track user behavior, identify friction points, and drive continuous improvement.
  • understanding of
    CRM and Loyalty Management Systems
  • Implement automation and proactive monitoring
    mechanisms to minimize incidents and improve service uptime.
  • Manage stakeholder communications during major incidents and drive root-cause analysis and post-incident reviews.
  • Partner with Product, Data, and CRM teams to ensure customer experience metrics (e.g., engagement rate, churn, retention) are operationally supported.
  • Drive continuous improvement and process maturity across Service Operations functions.

Required Skills & Competencies:

  • Strong understanding of
    ITIL v4
    or
    Service Operation processes
    (Incident, Problem, Change, Event, Knowledge).
  • Experience with
    CRM systems
    (e.g., Braze, Salesforce, or equivalent) and
    loyalty management platforms
    .
  • Proficiency in
    Mixpanel
    or other analytics platforms for monitoring user journeys and engagement patterns.
  • Exposure to
    DataOps, AIOps, or Data Engineering
    environments and understanding of how data flows into service insights.
  • Strong analytical and problem-solving skills with a customer-first mindset.
  • Excellent communication and stakeholder management capabilities.
  • Ability to work in a 24x7 operational model and collaborate with global teams.

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