Business Analyst - Service Management

Location(s):

• Quay Building 8th Floor, Bagmane Tech Park, Bengaluru, IN
  
  

Line Of Business: Technology Services Group(TSG)

Job Category:

• Engineering & Technology
  
  

Experience Level: Experienced Hire

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

• Over 5 years of experience in Major Incident Management and IT support roles.
• Basic knowledge of IT infrastructure components, including servers, networks, and applications.
• Proficient in ITIL frameworks and methodologies, particularly Incident, Problem, and Change processes, as well as ServiceNow ITSM.
• Strong analytical and problem-solving skills, adept at resolving issues effectively.
• Proven ability to remain calm and effective under pressure during critical situations.
• Demonstrates assertiveness and authority in leading recovery calls.
• Committed to delivering results and driving team success in high-stakes environments.
  
  

Education

• Bachelor’s degree in computer science, Information Technology, or a related field
  
  

Responsibilities

As a Business Analyst in Service Management team you will manage Major Incident Bridges, resolve critical issues, and advance your career in IT Service Management

• Lead and manage Major Incident Bridges to ensure effective communication among all stakeholders.
• Collaborate with technical teams, vendors, and service owners to drive incident resolution within agreed SLAs.
• Provide real-time updates to stakeholders regarding major incident status, progress, and resolution plans.
• Conduct thorough impact assessments to prioritize response efforts based on the scope and severity of incidents.
• Ensure adherence to ITIL-based Incident, Problem, and Change Management processes for compliance.
• Track and document incidents, updates, and resolutions using the service management tool.
• Generate incident reports and share valuable insights with senior management.
• Serve as the primary point of contact for major incidents, working with cross-functional teams for timely resolution.
• Stay informed on ITIL best practices and enhance knowledge of service management tools and methodologies.
• Participate in training sessions and certifications to improve both technical and soft skills, with the flexibility to work in a 24/7 environment.
  
  

About The Team

Our Service Management team is dedicated to ensuring seamless IT operations and rapid issue resolution. The team manages major incident bridges, facilitating quick resolutions to critical issues and enhancing service delivery. This position provides an exceptional opportunity to advance your career in IT Service Management while gaining invaluable hands-on experience in a fast-paced environment.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.