IT Service Delivery Analyst

IT Service Delivery Analyst

This position supports Application Management Services (AMS), collaborates with infrastructure teams, and ensures adherence to service level agreements (SLAs). The analyst will be responsible for incident management, service monitoring, and driving operational excellence through data-driven insights and proactive service enhancements.

Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

What The Day Will Look Like
Incident Management & Support

• Serve as the main point of contact for application and service-related incidents.
• Perform initial triage, impact assessment, and prioritization of incidents.
• Coordinate resolution efforts across AMS, infrastructure, and vendor teams.
• Ensure timely and transparent communication with interested parties during major incidents.
• Lead or participate in post-incident reviews and contribute to root cause analysis and preventive measures.

AMS & Infrastructure Coordination

• Collaborate with AMS teams to support application lifecycle management, including onboarding, upgrades, and decommissioning.
• Work closely with infrastructure teams (network, server, database, cloud) to resolve cross-functional issues.
• Support change management processes, including risk assessments, implementation planning, and post-change validation.
• Assist in capacity planning and performance tuning initiatives.

SLA & Performance Management

• Define, implement, and maintain SLAs and OLAs in alignment with business expectations.
• Monitor service performance and ensure compliance with agreed-upon metrics.
• Conduct regular service reviews with internal teams and third-party vendors.
• Identify and escalate SLA breaches and recurring issues for resolution and improvement.

Monitoring & Metrics

• Implement and maintain proactive monitoring for critical applications and infrastructure components.
• Analyze trends in incidents, service requests, and performance metrics to identify improvement opportunities.
• Develop and present dashboards and reports to IT leadership and business stakeholders.
• Recommend and track service improvement plans based on data insights.

Documentation & Knowledge Management

• Maintain comprehensive documentation for support processes, system configurations, and known issues.
• Contribute to and maintain a centralized knowledge base to support first-level resolution and reduce ticket volume.
• Ensure documentation is regularly reviewed and updated to reflect changes in the environment.

How This Opportunity Is Different
In this role, you'll be the key link between Product Managers and Operations, ensuring a safe transition of CRS Ecosystem products. You'll act as the single point of escalation for incidents, problems, and changes—covering availability, performance, functionality, and data accuracy. You'll oversee all support teams (internal, vendor AMS, and 3rd parties), driving resolution from start to finish. Your focus will include product and data operations with quality ensured through automation. You'll collaborate closely with engineering and product managers to prioritize enhancements and uphold engineering standards, while defining and delivering on operational KPIs.

Skills And Experience That Will Lead To Success

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5-7 years of experience in IT service management, application support, or infrastructure coordination.
• Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, Devops Management).
• Experience with monitoring tools such as New Relic or equivalent.
• Solid understanding of incident, problem, and change management processes.
• Excellent communication, coordination, and analytical skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to service excellence.
• Team player with a proactive and collaborative approach.

Preferred Qualifications

• ITIL Foundation or Intermediate certification.
• Experience working in hybrid cloud/on-premise environments.
• Familiarity with DevOps practices, CI/CD pipelines, and agile methodologies.
• Exposure to scripting or automation tools (e.g., PowerShell, Python) is a plus.
• Experience working in a global or multi-time-zone support model.

Tools & Technologies

• Service Management: ServiceNow, Jira Service Management
• Monitoring & Logging: New Relic
• Collaboration: Microsoft Teams, SharePoint
• Cloud Platforms: AWS, Azure
• Automation: PowerShell, Python

How We Support Our Colleagues
In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email

Please attach CV in English only

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