Service Desk Engineer (Onsite)
Key Responsibilities
- Monitoring Operations
- Monitor enterprise IT landscape across multitechnology towers
- Tracks jobs, batch processes, and dashboards in real-time
- Identify anomalies and potential outages proactively
- Incident Management Coordination
- Act as single point of contact (SPOC) for incidents P1-P4
- Cook 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 root cause analysis (RCA)
- MultiTower Coordination
- Collaborate across cloud, DevOps, network security, and database SQL/Oracle multiplatform environments
- Enable shift-left activities and reduce dependency on L3 teams
- Communication & Stakeholder Management
- Provide real-time 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 Mean Time To Repair (MTTR)
- Drive process improvements and operational excellence
- Reporting & Governance
- Generate incident reports, SLA/KPI dashboards, and shift handover reports
- Support audits, compliance, and governance processes
- Strong understanding of Cloud platforms (AWS, Azure, OCI)
- OS Windows/Linux
- Networking fundamentals (TCP/IP, DNS, Firewall)
- Database basics (SQL, Oracle)
- Familiarity with monitoring tools (ServiceNow dashboards)
- Knowledge of ITSM/ITIL processes
- Comprehensive Medical Plan
- 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
Required Technical Skills
Benefits & Perks
Disclaimer
The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.