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Tier-1 employer, metro Bengaluru location, mid-level senior role with generalist infrastructure skills increases competition.
Role requires enterprise M365, ServiceNow, and executive-support experience limiting cross-industry transferability.
Explicit 5+ years requirement and mandatory multi-platform, Azure/M365, and incident-response skills enforce strict screening.
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Own resolution of the most complex, high-visibility, and time-sensitive end-user technology issues across Mac, Windows, iOS, and Android platforms including escalations beyond standard playbooks.
Lead incident response and white-glove onsite support for executive engagements, high-profile events, and critical device readiness, ensuring minimal disruption.
Identify repeat escalation patterns, maintain operational documentation, and drive durable fixes through cross-functional collaboration to reduce incident recurrence.
Bachelor's degree in a technical field or equivalent practical experience.
5+ years of experience in end-user support with ownership of high-severity escalations and executive/high-visibility incident response.
Experience supporting Windows, Mac, iOS, Android platforms and Office 365 administrative applications.
Experience using AI tools (e.g., Copilot, Claude) for troubleshooting, documentation, and workflow automation.
Experienced handling complex technical escalations and incident response in a large-scale, global infrastructure environment.
Proficient in cross-functional coordination to implement durable technology solutions and reduce repeat incidents.
Operates effectively under pressure with a strong focus on leveraging AI for diagnostics and automation to enhance support outcomes.