Senior Engineer – Cloud & Infra Management (3-5 Years Exp ) -Navi Mumbai

@LTI Mindtree posted 17 hours ago Email Job

Job Detail

  • Job ID 60029

Job Description

Senior Engineer – Cloud & Infra Management

Location: Navi Mumbai

Job ID: 7927413

Experience: 2–5 Years

Role Overview

We are looking for a motivated Senior Engineer – Cloud & Infra Management to join our multilingual IT support team (Polish language proficiency preferred). The ideal candidate will be responsible for handling IT Service Desk operations, ensuring high-quality support, and maintaining seamless service delivery within a 24×7 environment.

Key Responsibilities

  • Log all incidents and service requests in the ITSM tool.
  • Address and resolve basic incidents and service requests efficiently.
  • Collaborate with other support teams to ensure timely issue resolution.
  • Maintain proper CTI classification for all incidents and requests.
  • Deliver excellent customer service and maintain strong rapport with end users.
  • Act as a single point of contact for users and clients, providing updates and status reports.
  • Adhere to all IT policies, procedures, and SLA/KPI commitments.
  • Ensure confidentiality of all client and user information in compliance with NDA guidelines.
  • Identify major incidents and initiate Major Incident Management (MIM) processes.
  • Document recurring issues and contribute to Knowledge Base development.

Qualifications & Experience

  • 2 to 4 years of experience in IT Service Desk Operations.
  • Strong understanding of Incident and Service Request Management processes.
  • Excellent communication, interpersonal, and customer service skills.
  • Ability to work effectively in 24×7 support environments.
  • Certification in ITIL v3 Foundation is preferred (not mandatory).
  • Highly organized, self-motivated, and proactive in learning new concepts.
  • Able to work independently and meet deadlines under pressure.

Technical Skills

  • Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
  • Strong knowledge of Windows 7/10, macOS, Remote Access Management tools, and Office applications.
  • Familiarity with troubleshooting printers, hardware, and connectivity issues.
  • Excellent paraphrasing and analytical problem-solving skills.

Mandatory Skills

  • Jira Service Desk
  • Service Desk Operations
  • Windows Server
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