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Tier-1 brand, mid-level L2 DBA in Mumbai with generalist infrastructure skills increases competition.
DBA and managed-services skills transfer across industries, though ITIL and client-facing experience favors service providers.
Moderate technical requirements (DBA, ITIL, ServiceNow) but no explicit years or certifications.
Maintain and monitor clients' IT infrastructure by proactively identifying, investigating, and resolving technical incidents and problems in a managed services environment.
Manage work queues and ensure incidents and requests are addressed within agreed SLAs, updating tickets with detailed actions taken.
Collaborate with teams and clients to provide second-level support, execute changes with risk mitigation, contribute to incident ticket quality audits, and assist in disaster recovery functions.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow, and familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: On-site. Work Experience Required: Not explicitly mentioned in the JD.
Experienced in second-level support and change management within IT managed services, comfortable working under pressure.
Skilled in effective communication across different cultures and social groups, with a client-first approach.
Ability to adapt to changing circumstances and work longer hours when necessary, with a mindset toward automation and process improvement.