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The role involves monitoring operational dashboards, handling alerts and incidents, following standard operating procedures (SOPs) and supporting SLA-driven service delivery in a 24x7 support environment.

Monitor ServiceNow dashboards and other operational monitoring tools.
Track, log, and manage incidents, alerts, and service requests.
Follow defined SOPs and escalation matrices to ensure timely resolution.
Ensure adherence to agreed SLAs and operational processes.
Coordinate with internal teams for incident resolution and follow-up.
Maintain accurate records of incidents, actions taken, and status updates.
Prepare and share operational reports as required.
Support shift handovers and maintain continuity of operations.
Escalate critical issues promptly as per defined procedures.
Provide 24x7 operational support from office as part of a rotational shift schedule.
Work Location: Work from Office – Bangalore Ecospace
Shift: 24x7 Rotational Shifts

Key skills required:

Education:B.Sc. / B.A. graduates.

Good verbal and written communication skills.
Basic understanding of IT Service Management concepts.
Ability to work in a 24x7 rotational shift and work-from-office environment.
Good analytical and problem-solving skills.

Freshers or candidates with up to 1 year of experience in BPO, Service Desk, Monitoring or Operations Support.

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