Systems Engineer - Global IT Operations Center

Systems Engineer

Responsibilities

• Continuously monitor system alarms from all kinds of IT Services such as Network, Server, Cloud etc. in LIXIL
• Respond to critical and major system alarms on a 24x7 basis
• Follow documented processes and procedures to resolve common issues related to software, hardware, and networks
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed
• Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system
• Provide monitoring and KPI reports regularly and upon request
• Ensure adherence to SLAs (Service Level Agreements) and other performance metrics
• Participate in training and development to stay updated on new technologies and procedures
• Collaborate with other Digital team members to ensure seamless support operations
• Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers
• Handle and solve IT incidents related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database)
• Handle and solve IT tasks related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database)
• Graduation or equivalent; a degree in Information Technology or a related field is a plus
  

Requirements

• Graduation or equivalent; a degree in Information Technology or a related field is a plus
• Shift working required and mandatory; 6 days a week on a rotational basis
• Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage
• Experience in customer service or technical support role
• Excellent communication skills, ability to explain technical concepts to non-technical users
• Strong problem-solving skills and the ability to follow documented procedures
• Basic understanding of computer systems, networks, and software applications
• Ability to manage multiple tasks simultaneously
• Familiarity with ticketing systems, preferably Jira, is an advantage
• Willingness to work some shifts and weekends if necessary
• Nice to have specialty is any of the languages (Japanese, German, Spanish and Chinese)
  

Qualifications

• Experience in a multi-tiered support environment
• IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus
• Minimum 1- 3 years of Working experience / Freshers also