IT Infrastructure Support Specialist

4 days ago

Mumbai, Maharashtra, India beBeeManaged Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

About the Role

We are seeking a seasoned IT professional to join our team as a Managed Services Engineer. As a key member of our cross-technology infrastructure team, you will play a pivotal role in maintaining our clients' IT systems and ensuring they run smoothly.


Responsibilities

  • Incident Management: Manage work queues and address incidents and requests within agreed service level agreements.
  • Ticket Updates: Update tickets with the actions taken to ensure seamless communication with clients.
  • Issue Identification: Identify, analyze, and log issues before they escalate.
  • Collaboration: Collaborate closely with other teams and clients to provide second-level support.
  • Change Execution: Execute changes meticulously, understanding and mitigating risks.
  • Auditing: Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
  • Client Escalations: Handle client escalations with professionalism and poise.

Requirements

  • Moderate-level experience in managed services roles handling cross-technology infrastructure.
  • Knowledge of ticketing tools, preferably ServiceNow.
  • Familiarity with ITIL processes and experience working with vendors and third parties.
  • Proficiency in planning activities and projects, taking changing circumstances into account.
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease.
  • Proven ability to communicate effectively and work across different cultures and social groups.
  • Positive outlook and ability to work well under pressure.
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.

About Us

We are a trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.

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