Senior Engineer - Cloud & Infra Management
Larsen & Toubro Infotech Ltd (LTI)
Work from Office
Full Time
Min. 3 yearsJob Description
Senior Engineer - Cloud & Infra Management
Service Desk Operations3 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
Job role
Job requirements
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