Senior Specialist - Cloud and Infrastructure Management

Senior Specialist - Cloud & Infra Management

Job Summary

  Seeking a Senior Specialist with 7 to 11 years of experience to lead and manage service desk operations using Jira Service Desk and Windows Server in a dynamic IT environment

  Job Description 

  Lead the management and support of service desk operations within the organization under the SERVICE DESK skill cluster Utilize Jira Service Desk for efficient incident problem and change management processes Administer and troubleshoot Windows Server environments to ensure high availability and system reliability Collaborate with crossfunctional teams to resolve complex technical issues and improve IT service delivery Maintain comprehensive documentation of service desk procedures configurations and technical knowledge Ensure adherence to ITILbased service management frameworks and best practices Monitor service desk performance metrics and identify opportunities for continuous improvement Support onboarding of new users and assist in basic system setup and configuration activities

Roles and Responsibilities 

    Act as a senior point of contact for escalated service desk issues related to Jira Service Desk and Windows Server Log categorize prioritize and manage service requests and incidents to meet defined SLAs Perform root cause analysis and implement corrective actions to prevent recurrence of issues Provide technical guidance mentorship and training to junior service desk staff Coordinate with L2L3 teams for timely escalation and resolution of complex incidents Manage user access permissions and security within Windows Server environments Participate actively in change management processes including testing approval and deployment Deliver timely communication and maintain high customer satisfaction through effective stakeholder management Support weekend and holiday shifts as required to ensure continuous service availability