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)

Service & Operations Analyst