Senior Engineer - Cloud & Infra Management

Senior Engineer - Cloud & Infra Management

Service Desk Operations

3 to 5 years of experience

Act as the first point of contact for all IT incidents and service requests via phone email chat and portals

Log categorize prioritize and track tickets using ITSM tools eg ServiceNow

Ensure resolution of incidents within defined SLAs and escalate where required

Provide L1L15 troubleshooting across

Enduser computing desktops laptops

Network connectivity VPN LANWAN

Email M365 and business applications

Maintain high customer satisfaction through effective communication and timely updates

Perform followups and ensure complete closure of incidents Service Deglish JD Word

Integrated Command Center ICC Command Center Responsibilities

Monitor enterprise systems and services through dashboards and monitoring tools

Actively support Major Incident Management MIM and bridge calls

Ensure realtime coordination escalation and communication during critical outages

Perform impact assessment severity classification and resource coordination

Drive incident lifecycle activities

Incident identification

Warroom coordination

Resolution tracking

Postincident review

Provide timely stakeholder updates and incident notifications

Liaise between technical teams and business stakeholders to translate technical impact into business terms

Ensure all incidents are tracked documented and closed with proper RCA

Support Ops risk event communication and escalation to leadership Looking foervices bu Viva Engage

Incident Service Management

Ensure adherence to ITIL processes Incident Request Problem Change

Track and report SLA metrics ticket trends and service health

Identify recurring issues and contribute to Problem Management RCA

Maintain knowledge base articles and standard operating procedures

Ensure proper documentation of incidents resolutions and process updates Service Deglish JD Word

Command Center Monitoring Reporting

Perform 24x7 monitoring of infrastructure applications and services

Use monitoring tools eg SolarWinds Splunk etc to detect anomalies

Generate and maintain

Incident reports

Service availability dashboards

Operational metrics

Provide periodic reporting on KPIs SLAs and system health

Communication Coordination

Lead or support incident bridge calls during critical incidents

Provide clear and timely communication to stakeholders and leadership

Collaborate with

Infrastructure teams

Application support teams

Network cloud teams

Ensure seamless handover across shifts for 24x7 operations