Technology Service Management Analyst

Role Overview CSC is looking for a Technology Service Management Analyst to join its global application support team in Chennai. This is a Tier 1 support role operating under a follow-the-sun model and is responsible for handling incidents and service requests for business-critical enterprise applications. The work schedule is 11:00 AM to 8:00 PM IST, Monday through Friday, with a hybrid work arrangement. Key Responsibilities - Serve as the first point of contact for enterprise application incidents and service requests from global users - Perform initial diagnosis, triage, and resolution of issues using documented runbooks and standard procedures - Log, categorize, prioritize, and update all tickets accurately in the service management system - Escalate unresolved issues to Tier 2 or Tier 3 teams with complete diagnostic information - Monitor application alerts, batch jobs, and operational dashboards to ensure system availability - Perform routine operational health checks and confirm system performance - Manage clear and timely user communications regarding incident status, workarounds, and resolutions - Support major incident management by handling triage, coordination, and communication tasks - Ensure seamless shift handovers between regional teams as part of the global support model - Contribute to knowledge base updates by documenting newly identified issues and resolutions - Identify gaps in existing documentation or processes and recommend improvements - Ensure all activities comply with ITIL-based service management practices Required Qualifications - Bachelor's degree in Information Technology, Information Systems, or equivalent practical experience - 1 to 3 years of experience in IT operations, application support, or service desk functions - Familiarity with incident, problem, and request management processes - Experience using service management and ticketing tools - Basic skills in application troubleshooting and log review - Exposure to 24x5 or 24x7 global support environments preferred - Experience with enterprise or financial services applications is an advantage - ITIL Foundation certification or willingness to pursue it - Entry-level technical certifications are a plus - Strong communication, customer service, and team collaboration skills - Ability to work calmly under pressure with high attention to detail Why Join Us CSC is a globally recognised business, legal, and financial services company with offices in more than 140 countries, offering excellent career growth opportunities and a culture that values diversity and inclusion. Colleagues benefit from performance-based bonuses, tuition reimbursement, referral incentives, and an environment that consistently earns top employer recognition awards including Great Places to Work India.

- 1 to 3 years of experience in IT operations, application support, or service desk roles - Familiarity with ITIL-based incident, problem, and request management - Experience with ticketing and service management tools - Basic application troubleshooting and log review skills - Exposure to 24x5 or 24x7 global support environments - Strong verbal and written communication skills - Ability to follow structured escalation and troubleshooting procedures - Bachelor's degree in IT, Information Systems, or equivalent - ITIL Foundation certification or willingness to obtain - High attention to detail and process discipline - Willingness to work shifts as part of a global support model

- Annual success-sharing bonuses based on individual performance - Tuition reimbursement support - Employee referral bonuses - Hybrid work model - Annual leave - Global career growth opportunities - Disability support and accessibility resources - Recognition as a Great Places to Work India employer