Tech Support Specialist

Monitor real-time enterprise IT systems and dashboards to validate alerts, assess severity, and initiate runbooks for incident response.

Perform initial incident triage including logging, categorization, prioritization, and escalation to L2/L3 or application teams per protocol and service levels.

Maintain incident documentation, update operational dashboards and shift logs, support incident management during high-priority events, and contribute to continuous improvement activities such as runbook and knowledge article updates.

2–4 years of experience in IT support or Command Center/monitoring environment.

Bachelor’s degree in a technology field or equivalent practical experience.

Experience with incident monitoring, alert validation, ITIL Incident & Request Management practices, and enterprise ticketing/monitoring tools (e.g., ServiceNow, Jira, Remedy).

Location: Bengaluru, India; Full-time position.

Experienced working in 24/7 IT Command Center or similar environments with shift handover responsibilities.

Demonstrates clear communication skills suitable for both technical and non-technical stakeholders across multiple teams (Service Desk, infrastructure, applications, security).

Familiar with established ITIL processes and protocols, with operational accountability for incident escalation and documentation accuracy.