Global IT Service Operations Analyst
Lucy Group (company site, opens in a new tab)3+ yrsGujaratHybridDirect career pageEst. 4–7.5 LPA
Posted on 8 Sept
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Job description
Structured overview of role & requirements
About This Role
- Serve as the first contact for end-users for IT service requests, incident reporting, and operational escalations.
- Manage user onboarding/offboarding across all company units and administer core Microsoft 365 services including Exchange, SharePoint, Teams, and OneDrive.
- Ensure timely progression and escalation of incidents and service requests per ITIL service levels, and contribute to process improvements and knowledge base development.
Minimum Requirements
- Bachelor’s degree in IT, Computer Science, or related field.
- Minimum 3 years of experience in IT Service Desk or IT support with ITIL3/ITIL4 certification or equivalent 3+ years in IT Service Management environment.
- Operational experience with ServiceNow for ITSM functions including Incident Management, Request Fulfillment, and Problem Management.
- Willingness to work UK timezone shifts; proficiency in M365 Admin Center, Exchange, Active Directory, Windows OS; understanding of Infrastructure tech (Networking/SDWAN, SAN, VMware, DNS, AD).
Ideal Candidate Profile
- Experience supporting users across multiple time zones and regions with exposure to global IT service operations.
- Strong operational focus on ITIL-based service delivery and incident escalation protocols within Microsoft ecosystem environments.
- Ability to troubleshoot, document, and drive continuous improvement in IT service processes and user experience especially in M365 and ServiceNow platforms.