Service Operations Engineer
Providence College Of Engineering1–3 yrsHyderabadOn-siteDirect career pageEst. 3.5–6.5 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own escalated Tier 1 incidents and service requests, troubleshooting hardware, software, and network issues using ITSM tools (e.g., ServiceNow).
- Drive operational excellence by tracking KPIs, performing incident pattern analysis, and initiating automation to reduce ticket volume and improve resolution times.
- Manage and support IT environments including Active Directory, Citrix, VPN, Microsoft 365, and related collaboration tools, while adhering to ITIL best practices.
Minimum Requirements
- 1-3 years experience in Service Management, Service Operations, or IT Service Desk Operations.
- Bachelor's degree in Engineering (BE/B.Tech) or equivalent.
- Required technical skills: Microsoft 365, basic networking knowledge, Power BI, SQL, Active Directory and ITSM tool experience.
- Flexibility to work in a 24/7 environment; ITIL v4/v5 Foundation certification preferred but not mandatory.
Ideal Candidate Profile
- Experience working in a structured ITIL-based service operation environment focused on incident and problem management.
- Comfortable handling escalated technical issues with measurable impact on ticket reduction and operational KPIs.
- Skilled in analyzing incident data, driving process improvements, and implementing automation within service operations.