Person should have excellent comm skills & flexible attitude. Good at delivering trainings and creating presentations & training manuals Managing end-to-end Incident/Request • Well verse with escalation management Responsible for timely closure of Incidents depending on its priority to meet committed Service levels. Responsible for managing SLA for premium customers. Taking ownership of Incident Management for High Severity Incidents and ensure that relevant stakeholders are updated with the progress and final closure. Ensures that Knowledge base is created for repeat issues and known errors. Should be good at Chairing bridge calls for driving effective coordination and incident resolution for High Severity Incidents. • Person should have bent of mind to understand various report/analytics need in operations time to time and must be able to produce it. Should be good at MS-OFFICE. Should be open to 24*7 support. Rotational Shifts. Should be ready to travel at client location when needed. Job Types: Full-time, Permanent Pay: ₹400,000.00 - ₹500,000.00 per year Benefits: Health insurance Provident Fund Shift: Day shift Work Days: Monday to Friday Experience: Product Support: 1 year (Required) Incident Management : 1 year (Required) Software troubleshooting: 1 year (Required) SLA Management: 1 year (Required) Ticketing : 1 year (Required) Location: Mumbai, Maharashtra (Required) Work Location: In person

Key Responsibilities: Provide first-line support to users on hardware, software, printer, email, and network issues. Install, configure, and maintain desktop systems, laptops, printers, and other IT peripherals. Monitor and maintain computer systems and networks. Troubleshoot system and network problems and diagnose hardware/software faults. Manage user accounts, permissions, and email setup (Office 365). Handle installation and configuration of software and applications. Maintain inventory of IT assets and update records regularly. Perform routine maintenance and updates on systems and software. Provide remote support and onsite support as required. Ensure data backup and system recovery procedures are properly executed. Assist in implementing cybersecurity protocols and best practices. Log all support requests, incidents, and resolutions accurately in the helpdesk system. Coordinate with vendors for hardware/software procurement and AMC services. Maintaining & monitoring the daily IT checklist. Manage the Infrastructure & Admin consoles regularly: Active Directory, On-premises Data Storage servers & Hyper-V Management, Office 365, SonicWall Firewall, Kaspersky Endpoint Security Qualification: Bachelor's degree in Information Technology or related field Minimum 2 years of experience in IT management Certifications in relevant IT fields (AWS, Azure Linux, Networking) are a plus Strong analytical and troubleshooting skills Ability to work independently and as part of a team Skills: Strong knowledge of IT systems and infrastructure Proficiency in network management Experience with cybersecurity measures Excellent problem-solving skills Good communication and interpersonal skills Familiarity with cloud computing technologie Job Types: Full-time, Permanent Pay: ₹500,000.00 - ₹600,000.00 per year Benefits: Health insurance Provident Fund Shift: Day shift Fixed shift Work Days: Monday to Friday Work Location: In person