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Epiq Softech
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Senior IT Service Operations Specialist

Senior IT Service Operations Specialist

Epiq Softech

7 - 12 years

9 - 14 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

it services service management ticketing change management automation incident management windows microsoft technical support service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Its fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary

The Senior IT Service Operations Specialist provides advanced support for IT service operations, including help desk support, troubleshooting, and customer satisfaction. This role involves managing complex tickets, resolving issues, and ensuring the smooth operation of IT services.

Essential Job Responsibilities

Should be willing to work in 24/7 support
Ensure that all incidents, service requests and changes are logged into service-now ticketing tool, troubleshoot the incidents & follow-up till closure of the incidents
Monitor the IT infrastructure devices through SolarWinds monitoring tool, create tickets, troubleshoot & escalate to appropriate team till resolution
Monitor the web applications through Uptrends. create tickets, troubleshoot & escalate to appropriate team till resolution
First level of support in patch managements
Should have good windows & network L1 level troubleshooting skills
Responsible for ensuring incidents & service requests & changes are resolved within the agreed SLA s.
Create, maintain & update system documentation where required as per ITIL standards
Provide monthly management information reporting on activities, performance & utilization.
Perform deep-dive analysis of alert trends to reduce noise and improve signal quality.
Design and implement monitoring improvements across infrastructure and applications.
Collaborate with Tier 3 to support monitoring requirements for new projects and technologies.
Conduct peer reviews of monitoring configurations and changes.
Lead proactive initiatives to enhance observability and reduce blind spots.
Troubleshoot complex monitoring issues and escalate platform-level bugs or limitations.
Take initiative in identifying and resolving monitoring inefficiencies.
Demonstrate technical depth in monitoring tools and best practices.
Provide mentorship and guidance to Tier 1 team members.
Maintain a forward-looking mindset, anticipating monitoring needs for evolving infrastructure.
Ensure alignment with enterprise standards and collaborate with Tier 3 on strategic monitoring goals.

Qualifications & Requirements

Education:

Bachelors degree in information technology, Computer Science, or a related field.

Experience:

Should have 7+ years of experience in IT Infrastructure Support.
Should have good knowledge in windows operating systems.
Should have basic knowledge in any ITIL ticketing tool.
Should have basic knowledge in incident management, request fulfillment, change management & problem management.
Good understanding of cloud technology such as AWS & Azure.
Knowledge on transformation, automation within NOC/ IT Monitoring.
Strong troubleshooting and root cause analysis skills.
Familiarity with observability concepts.

Skills:

Communication
Completeness
Computer Network Operations
Customer Satisfaction
Desktop Computers
Help Desk Support
Information Technology Service Management (ITSM)
IT Hardware Support
Local Area Network (LAN)
Microsoft Server Operating Systems
Operating Systems (OS)
Proactive Approach
Problem Solving
Professional Collaboration
Technical Support
Ticketing Systems

Certifications:

Required: None
Preferred: ITIL Foundation Certification

Additional Requirements

Excellent interpersonal and communication skills.
Scripting knowledge is added advantage
Should have highly vigilant
Should be more proactive

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