Service Desk Engineer (Onsite)

Key Responsibilities

• Monitoring Operations. Monitor enterprise IT landscape across multitechnology towers Cloud Windows Linux Network Storage DB Applications. Track jobs batch processes and dashboards in realtime Identify anomalies and potential outages proactively
• Incident Management Coordination Act as single point of contact SPOC for incidents P1 P4 Coordinate with L1 L2 L3 teams vendors and stakeholders for resolution Ensure SLA adherence and timely escalation Manage bridge calls during major incidents
• Ticket Queue Management Monitor incoming tickets and ensure proper assignment prioritization and tracking. Validate incidents categorize issues and trigger appropriate workflows. Ensure closure with complete documentation and RCA.
• MultiTower Coordination Collaborate across Cloud DevOps Network Security Database SQL Oracle Multiplatform Windows Linux environments Monitoring Automation teams Enable shiftleft activities and reduce dependency on L3 teams
• Communication Stakeholder Management Provide realtime updates on incidents and service status Communicate outages risks and resolutions to business stakeholders Maintain incident communication bridges and status dashboards
• Automation Continuous Improvement Identify repetitive tasks and support automation initiatives Improve response efficiency and reduce MTTR Drive process improvements and operational excellence

Requirements

• Strong understanding of Cloud platforms AWS Azure OCI OS Windows Linux Networking fundamentals TCP IP DNS Firewall Database basics SQLOracle
• Familiarity with ITSM ITIL processes

Skills

• Technical Skills

Benefits

• Comprehensive Medical Plan Covering Medical, Dental, Vision Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave