Senior Analyst

Participate in Major Incident Management bridge calls and drive towards resolution with the help of support teams.

Coordinate RCA document preparation and submission within set timelines.

End to end Service Request Management.

Must have knowledge on proactive monitoring tools

What to Have for this position.

Must have Skills.

Total Experience of at least 3.5 years in 24/7 ServiceDesk environment with application support experience

Good hands-on and knowledge on Incident and Major Incident Management, Service request Management processes

Good knowledge on Change and Problem management process

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

Awareness of copilot usage, ChatGPT

Azure Fundamental’s and AWS fundamentals Certification - Mandatory

AI-assisted response drafting; Servicenow Adminstration (Awareness)

Solve issues more via automations + dashboards

Collaboration with DevOps and SRE Provide real-time user impact feedback during outages

Good to have Skills.

ITIL V4 foundation knowledge and preferably certified.

Troubleshoot issues related to cloud services (Azure, AWS)- Tier 1

ServiceDesk background and experience

Basic knowledge of networking monitoring – Good to have

Windows administration Basics knowledge – Good to have

Usage of Automation Tools ( Power automate)

Power BI awareness

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 5,000 employees globally.

For More information visit us on www.sapiens.com .

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.

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 sharedservices@sapiens.com .