Job Overview:
Shift operations across Incident, Service Request, and Change Management. You will drive operational stability, ensure SLA adherence, manage escalations, and coordinate with cross functional teams. You will act as the first level operational leader during your shift and ensure seamless service delivery.
Key Responsibilities
Service Desk Operations
- Monitor ticket queues and ensure balanced workload across engineers
- Manage backlog and ensure SLA compliance for incidents and service requests
- Handle escalations and customer complaints during the shift
- Track shift level KPIs such as response time, resolution time, and first call resolution
- Conduct shift handover with proper updates and risk highlights
- Mentor team members and drive continuous improvement
Incident Management
- Act as the Major Incident Lead during the shift and drive resolution within agreed SLAs
- Provide directions to engineers during high priority and critical incidents
- Coordinate with infrastructure, network, security, and application teams for faster restoration
- Ensure timely communication to stakeholders during major incidents
- Review incident trends and drive preventive actions
- Conduct shift level incident reviews and ensure proper documentation
Change Management
- Review and validate change requests for completeness and risk impact
- Ensure changes are aligned with CAB approvals and implementation windows
- Monitor change execution during the shift and manage rollback if required
- Track failed changes and initiate root cause discussions
- Ensure proper documentation and closure of change records
Governance and Reporting
· Ensure adherence to ITIL based processes
· Maintain shift level dashboards and daily operational reports
· Identify process gaps and recommend improvements
· Support audits and compliance requirements
Qualifications and Technical Skills
- Strong experience in Incident and Change Management within IT Operations
- Good understanding of ITIL framework
- Proven experience in leading service desk or IT support teams
- Strong troubleshooting knowledge in hardware and software issues
- Good knowledge of Windows and Mac OS
- Knowledge of virtual environments such as Windows and Linux VMs
- MCSE or CCNA certification is an added advantage
- Strong communication and stakeholder management skills
- Ability to handle high pressure situations and drive resolution
- Proactive leadership mindset with focus on operational excellence
Job Type: Full-time
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
