Service Desk_Naveen

Please find any profiles immediately for the below JD.

Location- Bangalore only- 12 to 15LPA Max- Rotational shifts and night shift will be WFH

Job Description:

We are seeking a highly motivated Production Support and Operations Specialist to join our team. The ideal candidate will be responsible for ensuring the smooth operation of our systems and applications, as well as providing timely incident management and release management support.

Mandatory Points

Service desk experience with good communication skills, track support using means like chat, call and mail support, coordination between various teams/ stakeholders.

Basic knowledge of Linux, , ITIL -service request, change, incidents , problem, and release ticket handling.

Flexible with rotational shift

Responsibilities:

Incident Management:

Create incidents and perform initial triage for issues.

Escalate incidents appropriately and follow up to ensure timely resolution.

Respond to and resolve major tickets and service requests.

Provide regular updates on unresolved issues to management and stakeholders.

Monitor applications, batch jobs, servers, network devices, databases, and operating systems using monitoring tools.

Provide first-level monitoring services to the team.

Maintenance (Release Management):

Raise timely escalations to the release management team for observed issues.

Send downtime notifications to all user communities.

Fulfill tasks according to established processes.

Provide guidance to service desk executives in running scripts as per process requirements.

Requirements:

7+ years of experience and bachelor's degree in computer science, Information Technology, or related field.

Proven experience in production support and operations, preferably in a fast-paced environment.

Strong understanding of ITIL and incident management processes and tools.

Experience with release management and maintenance tasks.

Proficiency in monitoring tools for applications, servers, and network devices.

Excellent communication and interpersonal skills.

Ability to work well under pressure and prioritize tasks effectively.

Attention to detail and problem-solving abilities.