IT Service Management – Analyst

IT Service Management – Analyst- Relevant Experience: 2 – 5 years - Type: Full Time - Work Mode: Hybrid - Salary: Competitive Salary - Location: Coimbatore - Industry: Banking / Fintech – Open Banking ProductAbout UsBanfico is a product-focused fintech company headquartered in London with offices in Brazil, Saudi Arabia, Germany & India (Coimbatore and Mumbai). We are focused on delivering open banking technology SaaS solutions that are revolutionizing digital banking experiences globally.We are looking for a highly motivated and experienced professional to join our team as an IT Service Management - Analyst. Who will work closely with the business team and management.Responsibilities- Experience in Production Support within BFSI MNCs, handling incident and support ticket triage. - Hands-on experience in Incident Management and Release Coordination, including high-priority and major incidents. - Ability to be hands-on when required, working with product and engineering teams for issue analysis, log review, and customer communication. - Manage and resolve incidents, service requests, and change requests using Jira Service Management or ServiceNow. - Ensure high availability and stability of applications with technical support teams. - Own the end-to-end incident lifecycle, including escalation and stakeholder communication. - Collaborate with support engineers and developers via Jira SM and GitLab for timely ticket closure. - Strong understanding of SLAs and operational KPIs. - Hands-on experience with Grafana, Kibana, New relic/DataDog and AWS CloudWatch for monitoring and log analysis. - Jira Service Management Administration, including project setup and configuration. - Manage on-call schedules and ensure 24x7 support coverage.Qualifications:Essential skills and Experience- Graduate or Postgraduate degree, preferably in IT, Computer Science, or Engineering. - 2+ years of experience in Production or Customer Support roles within BFSI, Fintech, or B2B environments. - Hands-on experience with Jira Service Management or similar ITSM tools. - ITIL v3 or v4 Foundation certification is preferred. - Willingness to support 24x7 on-call rotations. - Well-organised, detail-oriented, and proactive with strong ownership skills. - Strong verbal and written communication skills for working with global business and IT stakeholders.Benefits- Competitive Salary. 100% of CTC is Fixed. - Free medical insurance for dependants, including parents (Annual cover of INR 5L) outside the CTC - Flat hierarchy with an open, equitable, and inclusive work culture - Hybrid work (3 days/week at the office)

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