Service & Ops Analyst

Service & Ops Analyst

A little bit About MSET.

At MSET, we are a leading Loyalty Services Company specializing in Next Generation Digital Solutions to propel client growth. Since our inception in 2019, we have developed and operate a proprietary loyalty solution that ensures measurable returns for our clients. With a global presence, we offer a complete suite of Loyalty Management Services covering strategy creation, operational management, App Development, Data analysis, Quality Assurance, and Solutioning. Our multinational teams, based in the UK, UAE, India, and Pakistan, are dedicated to Lifecycle Management, leveraging meaningful data insights to drive success for our clients. Join us in revolutionizing the loyalty landscape with innovative solutions and impactful results.

What are we looking for you to do?

Incident management - ticketing, troubleshooting, and / or ticket assignment to other teams

Maintain communication with operations manager, staff members, and vendors to ensure adherence to protocols across key touch points

Assist the operations manager in developing, planning, and coordinating operational activities

Escalation management – identify and escalate incidents and service requests

Communication – Incident status, Incident updates, Major incident communications

Recommend new procedures for increasing the efficiency of day-to-day operations

Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessary

Problem Management – creation of problem tickets for assignment to departments to resolve.

Create procedures and protocols (such as checklists) and manage periodically to keep updated

Service request management for :

a. Application access

b. GDPR Requests

c. Code Generation Requests

d. General Operational Requests

Communicate and coordinate with employees (including executive operations team) and Client

Onboard and train new employees to ensure that they adhere to standard operating procedures

Required skills and qualifications

Proven organizational skills, including time management

Incident / Issue handling preferably for Loyalty and reward management

Strong analytical and problem-solving skills

Self-sufficiency and an ability to work with minimal supervision

Strong verbal and written communication skills

Preferred skills and qualifications

Degree in Computer Science or Information Technology

Two or more years of experience in an operational or similar role

Having Loyalty and reward management is a big plus

Experience with agile or Scrum principles.

Knowledge of AWS, Azure, or Google Cloud Platform.

Knowledge of Mobile applications

Knowledge of security and data protection regulations (e.g., GDPR, CCPA)

What are we looking for in the successful candidate?

Proven organizational skills, including time management

Incident / Issue handling preferably for Loyalty and reward management

Strong analytical and problem-solving skills

Self-sufficiency and an ability to work with minimal supervision

Strong verbal and written communication skills

Having Loyalty and reward management is a big plus

Experience with agile or Scrum principles.

Knowledge of AWS, Azure, or Google Cloud Platform.

Knowledge of Mobile applications

Knowledge of security and data protection regulations (e.g., GDPR, CCPA)

What can we offer you?

An opportunity to develop your career with a growing business developing leading edge technology.

A competitive salary and performance related bonus.

Annual Holiday Allowance of 20 Days, plus 8 National Holiday days to be used at your own discretion.

Flexible Hybrid Work environment

Insurance Cover