Job Title

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)