Analyst - Service Ops Support

About This Job

Allianz Commercial

Location: Trivandrum, India

Work Mode: On-site

Employment Type: Full Time

Industry: Insurance

Job Description

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Overall Objectives Of Job

Incident Management & MonitoringMonitor data pipeline status and health to ensure optimal performance and proactive issue identificationMonitor Incident Management (IM) queue for assigned incidents and prioritize based on urgency and impactAcknowledge user queries and incidents promptly, ensuring timely response SLA complianceGather necessary information and perform initial troubleshooting to determine root cause of issuesOpen, track, and manage tickets for assigned users, following up with involved parties until resolutionVerify and validate incident resolution before closure to ensure quality and completenessCollaborate with Level 2 support teams to seek guidance or escalate complex incidents as neededMaintain 100% adherence to both response and resolution SLAsEngage Vendor timely and follow vendor managementIdentify and report recurring issue and produce the trend analysisShould be willing to work in Rotational shifts (24*7)

Customer Communication & Stakeholder Management

Ensure timely and professional customer communications using standard templates and established processesMaintain regular communication and updates with stakeholders regarding incident investigations, progress, and resolutionsProvide user training and guidelines for issues arising from knowledge gaps or user errorsActively facilitate communication between business functions and Group divisions during alignment phases, changes, and updatesBuild and maintain strong relationships with internal and external stakeholders

Knowledge Management & Documentation

Create, update, and manage Knowledge Base articles and Standard Operating Procedures (SOPs) for incidents within scopeDocument incident resolutions, troubleshooting steps, and best practices for future referenceEnsure documentation is accurate, up-to-date, and easily accessible to the teamContribute to continuous improvement of knowledge management processes

Collaboration & Cross-Functional Support

Collaborate strongly across global functions and teams to ensure seamless service deliveryParticipate in team meetings, knowledge sharing sessions, and process improvement initiativesSupport team members during high-volume periods or escalationsContribute to a positive team culture focused on excellence and continuous learning

Allianz India Duties & Responsibilities

Follow Allianz Services HR policiesOrganize/ participate in various divisional level and organization level activities and initiatives such as OPEX, ICG, TCG, Diversity, Innovation, and Charity.Ensuring on-time Weekly/Monthly reporting as required

ISMS Responsibilities

Conduct ISMS activities in BC team as per the guidance of ISMS Team SPOCAdhere to the Information Security policies day in and day outReport any ISMS events / incidents as per the reporting proceduresShall be aware of all ISMS principles and guidelines

Qualification & Experience

0-2 years of experience in Service Desk, IT Support, Incident Management Or Any Support roles rolesProven experience in incident management and monitoring within an ITIL frameworkExperience working in a fast-paced, customer-focused environmentExperience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.)Experience with AI tools such as Microsoft Copilot, ChatGPT, or similar for troubleshooting and analysisBachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)

100412 | IT & Tech Engineering | Entry Level | Non-Executive | Allianz Services | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz' company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.