Job
Description
Project Description: Experience in Service Desk Management and Voice Support with strong communication skills Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team. Requirements: Excellent customer service skills with a high level of focus on quality First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person. Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX). Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed. Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems. Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles. Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications. Collaborate with the monitoring team, manage shifts, and provide training and documentation support. Maintain and Update Service Documents and SOP. Responsible for identifying potential problems and/or trends of repetitive Incidents Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring. Mandatory Skills: Good knowledge on Service Desk with written and oral communication skills. Proficiency in Operating Systems, Active Directory, VPN, ServiceNow, and ITIL practices. Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios. Expertise in Excel reporting, PowerPoint, and SOP documentation. Ability to handle incidents, escalate issues, and ensure end-to-end resolution. Willingness to work in a 24x7x365 environment. Preferred Skill Experience in IBM Mainframe Total Experience Expected: 01-02 years Minimum graduate in any stream.
