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Engineer - Global Service Desk

TMF Group -
Pune, Maharashtra

Apply Now

Job details

Full-time
9 days ago

Qualifications

Data center experience
Azure
Microsoft Office
Information security
Change management
Analysis skills
ITIL
Active Directory

Full job description

General Information

Job ID

35778

Location

Pune, India

Work Types

Full Time

Service Support & Operations

Provide L2 support for Office 365 services, including Exchange Online, Azure AD, Teams, Teams Telephony, and security & compliance features
Support on-premise Active Directory and Exchange environments
Handle BAU activities and assist in implementation tasks as assigned
Ensure adherence to SLAs and service delivery standards

Global Support & Availability

Participate in on-call support beyond business hours as part of a global support model
Work in shift-based schedules across time zones to ensure continuous service availability
Collaborate closely with global operations teams

Incident & Problem Management

Support incident resolution and escalation processes
Participate in problem management activities, including RCA, risk identification, and issue tracking
Engage with vendors to ensure SLA compliance and effective issue resolution

Collaboration & Stakeholder Engagement

Work closely with UC Leads, L3 teams, and senior stakeholders
Collaborate with other infrastructure teams (Data Center, EUC, InfoSec) on UC-related projects
Maintain clear communication and contribute to business awareness

Continuous Improvement & Learning

Identify opportunities for service improvement and propose enhancements
Proactively assess and mitigate risks to service delivery
Stay updated with technology changes and infrastructure transformations
Participate in knowledge sharing and personal development initiatives

Governance & Compliance

Align support activities with client contracts and organizational requirements
Work under guidance of leads while ensuring high-quality deliverables

Key Requirements

Experience supporting Microsoft Office 365 services (Exchange Online, Teams, Azure AD, Security & Compliance)
Knowledge of on-premise Active Directory and Exchange environments
Experience providing L2 support in enterprise environments
Understanding of global support models, including shift-based and on-call support
Familiarity with ITIL processes (incident, problem, change management)
Experience working with vendors for SLA management, RCA, and issue resolution
Ability to collaborate with cross-functional infrastructure teams (DC, EUC, InfoSec, etc.)
Strong analytical and problem-solving skills
Willingness to learn and adapt to new technologies

What’s in it for you?

Pathways for career development

Work with colleagues and clients around the world on interesting and challenging work.
We provide internal career opportunities, so you can take your career further within TMF.
Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

You’ll be helping us to make the world a simpler place to do business for our clients.
Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

A supportive environment

Strong feedback culture to help build an engaging workplace.
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

Other Benefits

Anniversary & Birthday Leave policy
Be part of One TMF
Paternity & Adoption leaves
Salary advance policy
Work flexibility – Hybrid work model
Talk about growth opportunities (we invest in talent)
Well-being initiatives

We’re looking forward to getting to know you!

Apply Now

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General Information

Service Support & Operations

Global Support & Availability

Incident & Problem Management

Collaboration & Stakeholder Engagement

Continuous Improvement & Learning

Governance & Compliance

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