Information Technology 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 Product

About Us

Banfico 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)