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Service Management Analyst

2.00 to 5.00 Years   Bangalore   18 Jan, 2021
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!What were looking for:You are a passionate infrastructure engineer, who has hands-on experience in programming & Scripting , Cloud, DevOps & Security . You are also willing to work in various shift timings as required.Position OverviewThe Service Management Analyst focuses on in-depth services analysis, the mapping between the services and the customer requirements, using fundamental IT management skills, development and general technical skills to satisfy our customer needs.Role Responsibilities

  • Responsible of our Customer requirements, Services Level Agreements, Services Level (Operation) Objectives Level Indicators, Business Continuity Plan and maintaining the Service lifecycle.
  • Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Report, Event/Alert, Release, Validation/Test and Service Portfolio Management.
  • Develop and implement initiatives to improve customer lab services experience. Automate internal and customer facing service processes.
  • Define, build and monitor the key performance indicators and critical success factors for the lab services.
  • Evaluate and prioritize customer inquiries to better serve the customers.
  • Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
  • Maintain relationships with other internal departments as well as customers to improve business performance.
  • Maintain broad knowledge about IT and Citrix s products and services
Basic Qualifications
  • You will be comfortable working in a rotational shifts in a 24/7 format if required
  • You have at least 2 year s of relevant experience in cloud infrastructure management and support
  • Have working knowledge in Infrastructure, DevOps & Security
  • You have experience and knowledge of customer service practices
  • Have good written and verbal skills
  • You have good organization and planning skills
  • You have experience in Scripting/programming experience (e.g. Python, PHP ).
  • Have working knowledge of the Atlassian product suite, Coding practices and Tools (e.g: Ansible, Jenkins, Git )
What you re looking for:Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It s a simple philosophy that guides everything we do including how we work. If you re an engineer, we ll give you plenty of ways to test your skills on cutting edge technology. We want employees to do what they do best, every day.Be bold. Take risks. Imagine a better way to work. If this sounds like you then we d love to talk.Functional Area: Cloud Ops About us:Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You ll enjoy our workstyle within an incredible culture. We ll give you all the tools you need to succeed so you can grow and develop with us.Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.htmlCitrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHRcitrix.com for assistance.If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.,

Keyskills :
change managementactive directoryreportingslaaccess managementkey performance indicatorsequal employment opportunityit managementcustomer servicetechnical skillscoding practicesmanagement skills

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