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