Job Description:

Tracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.

Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.

Handling escalations promptly and resolving them with careful oversight.

Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.

Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.

Ensuring the best practices are followed by using ITIL frameworks

Skilled in evaluating service request urgency and maintaining SLA commitments.

Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation

Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Job Requirements:

3-5yrs of experience in Service Desk or Help Center environment

ITIL foundation certified and knowledge on basics of Azure Fundamantals would be a value add

Good knowledge of Infrastructure Management frameworks, Service Management

Hands on ticketing tools like Service Now, Remedy, etc

Identifying critical and severe requests/incidents and able to manage them efficiently

Experience in Outage management and incident management

Flexible to work in rotational shifts

Excellent communication skills

Adaptive & quick learnerTracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.

Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.

Handling escalations promptly and resolving them with careful oversight.

Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.

Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.

Ensuring the best practices are followed by using ITIL frameworks

Skilled in evaluating service request urgency and maintaining SLA commitments.

Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation

Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Desirable Requirement/Preferable but not mandatory:

Basic knowledge or hands on JIRA/Confluence

>> Qualification

Post Graduate Degree from a Tier 1 / Tier 2 institute.

Knowledge of Agile, Continuous Integration practices strongly preferred

Knowledge of ITIL or similar IT best practice methodology

Identifying critical and severe requests/incidents and able to manage them efficiently

Experience in Outage management and incident management

Sound knowledge on ITIL concepts (certification preferred)

Experience or familiarity with Active directory Administration.

Basic knowledge or hands on Atlassian products.