Technical support Analyst

As a Technical Support Analyst, you will:

• Provide Level 0 and Level 1 technical support for global platforms, both onsite and remotely.
• Receive, assess, prioritize, investigate, escalate, and resolve incidents within established SLAs.
• Monitor critical alerts and ensure timely response to potential issues.
• Participate in defining and following up on continuous improvement plans for batch and online processes.
• Collaborate closely with second-level support teams and external providers.
• Monitor platform metrics to identify performance trends and detect early signs of degradation.
• Act as a communication bridge with business users, ensuring clear, accurate updates and guidance.
• Utilize monitoring tools to ensure system stability and performance.
• Apply ITIL best practices across incident, request, and problem management.
• Manage and resolve incidents and service requests using ServiceNow.

Do you have experience in ServiceNow?, Virtusa is looking for a proactive and detail-oriented Technical Support Analyst to join our growing global technology operations team. This role is essential in ensuring the stability, performance, and continuous improvement of critical platforms while serving as a key communication link between technical teams and business users., * Experience in technical support or operations roles.

• Hands-on knowledge of monitoring tools and alerting systems.
• Familiarity with the ITIL framework.
• Experience using ServiceNow for incident and request management.
• Strong communication and problem-solving skills.
• Ability to work effectively with global teams.

Work Model

• Hybrid work: 3-4 days per week onsite in the Málaga office
• Occasional flexibility for special operations, planned interventions, or coordination with global teams

Virtusa is a leading global provider of digital engineering and IT services, partnering with top-tier financial institutions and enterprises worldwide. Our teams work on complex, high-impact platforms, creating innovative and efficient solutions that drive business success. Joining Virtusa means becoming part of a collaborative, international environment with strong opportunities for professional growth., Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth - one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us. Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence. Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.   You must create an Indeed account before continuing to the company website to apply