Systems Engineer Global IT Operations Center

This Position Will Be Responsible For Continuously monitor system alarms from all kinds of IT devices 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 simple incidents by referring SOPs or KEDB (Know Error Database) Handle and solve IT simple tasks by referring SOPs or KEDB (Know Error Database)

Qualifications High school diploma or equivalent; a degree in Information Technology or a related field is a plus Experience in a 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 Experience in a multi-tiered support environment IT certifications (e-g CompTIA A+, ITIL Foundation) are a plus Minimum 13 years of Working experience / Freshers having relevant IT Certifications (e-g CompTIA A+, ITIL Foundation) Please note that this position requires working in Shifts Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage