Technical Operations Analyst - Service Desk

Service Desk Analyst is primarily responsible for providing technical support to our business users and stakeholders in a professional, timely and courteous manner so that end users can accomplish their business tasks. This includes receiving, prioritizing, documenting, and actively resolve/fulfill end user incidents and requests. Schedule workload in accordance with SLAs and ensure timely escalation of issues that affect business continuity. Provide professional and timely communication to end users when calls exceed SLA or when calls are to be resolved by support groups, appraising users of delays and difficulties in resolving calls and assisting in determining alternate courses of action. Ensure that the Service Desk performance targets are met or exceeded and assist with the diagnosis and resolution of Service Desk related incidents and problems.

Job Description

Key Responsibilities:

• Provide level 1 application support to end-users, addressing technical issues and escalating complex issues as needed.
• Utilize your strong hands-on experience in SQL/T-SQL to query and analyse databases for problem diagnosis and resolution.
• Collaborate with cross-functional teams to ensure efficient incident resolution and effective communication throughout the support process.
• Apply your in-depth understanding of ITIL service lifecycle principles to contribute to the continuous improvement of our support processes.
• Document support activities, resolutions, and troubleshooting steps in a clear and organized manner.
• Utilize your experience with ServiceNow to log, track, and manage support tickets effectively.
• To ensure that Investment Risk inquiries are answered in a timely and accurate manner, via phone, email, or live chat.
• The development and maintenance of a quality assurance system and a dashboard for system diagnosis.
• Identify, resolve, or report any issues with the system.
• Inform internal or external data providers of data issues.
• Ensure that support documentation is maintained in collaboration with the Development Team.
• Work with cross-functional teams to resolve technical issues with the system.
• Maintain environment hygiene - password changes, infrastructure updates, address performance issues

Qualifications and Requirements:

• A technical degree in a related field (e.g., Computer Science, Information Technology) is required.
• Strong hands-on 2-4 years of experience in SQL/T-SQL, with the ability to write and optimize queries for data retrieval and manipulation.
• Solid understanding of ITIL service lifecycle principles and their application in a support environment.
• 1-2 years hands-on work experience of batch processing and scheduling of jobs by using Orchestration Software experience preferred tool Tidal.
• Proven experience providing level 1 application support, including issue diagnosis, resolution, and escalation procedures.
• Familiarity with ServiceNow or similar ticketing systems for incident management.
• Excellent problem-solving skills and the ability to work under pressure to meet support deadlines.
• Strong interpersonal and communication skills to interact effectively with end-users and cross-functional teams.
• Attention to detail and a commitment to maintaining accurate documentation.
• Understanding asset management and investment risk.
• Knowledge of Data Management and Operations
• Excellent communication skills to convey risk analysis findings to diverse audiences.
• Self-motivated and able to work independently as well as within a team environment.
• Experience with a scheduling tool

About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Technology