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Tier-1 employer, metro Mumbai location, and generalist managed-services title create high applicant competition.
Role requires network/security and ITIL-managed services expertise, limiting cross-industry transferability.
Moderate filters: ITIL, ServiceNow, vendor and cross-technology experience required.
Monitor, identify, investigate, and resolve technical incidents and problems in clients' IT infrastructure ensuring service restoration and client satisfaction.
Manage work queues, address incidents and requests within agreed SLAs, update tickets, and contribute to change management with detailed documentation.
Support audit of incident and request tickets for quality, recommend improvements, handle client escalations, assist in disaster recovery, and contribute to automation initiatives.
Moderate experience in managed services roles with cross-technology infrastructure support.
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 handling second-level support and collaborating with vendors and third parties in a managed services environment.
Capable of planning activities and projects with adaptability to changing circumstances and working extended hours when necessary.
Effective communicator across cultures with a client-oriented mindset, able to work well under pressure.