Lead Service Operations Engineer
Providence College Of Engineering5–8 yrsHyderabadOn-siteDirect career pageEst. 7–13 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Handle and resolve escalated Tier 1.5 support incidents involving hardware, software, network, and end-user technologies.
- Drive operational excellence by tracking KPIs, performing incident pattern analysis, and leading automation initiatives to reduce ticket volume and improve resolution rates.
- Manage Active Directory tasks, remote access issues, software deployments, and follow ITIL best practices for incident, problem, and change management.
Minimum Requirements
- 5-8 years of experience in Service Management or Service Desk Operations.
- Proficiency with MS Outlook, Word, Excel, Power BI, SQL, Active Directory, Microsoft 365, and IT Service Management (ITSM) tools.
- Fluent English communication skills and flexibility to work in a 24/7 environment.
- ITIL v4 or v5 Foundation certification preferred but not mandatory.
Ideal Candidate Profile
- Experienced in leading service operations with a focus on incident management and automation to enhance efficiency and user satisfaction.
- Comfortable working in dynamic, 24/7 service environments requiring multitasking and adaptability to shifting priorities.
- Skilled in data analysis and root cause identification to drive continuous process improvements and knowledge management.