Service Desk Engineer (Indian/Sri Lankan)
Role Overview
Manage IT service requests, monitor infrastructure alerts, and support timely incident resolution.
The role calls for hands-on ServiceNow ticket management and ManageEngine OpManager experience, ITIL knowledge, SLA awareness, and basic infrastructure troubleshooting.
Key Skills for This Role
Full Job Posting
Role overview
Manage IT service requests, monitor infrastructure alerts, and support timely incident resolution.
The role calls for hands-on ServiceNow ticket management and ManageEngine OpManager experience, ITIL knowledge, SLA awareness, and basic infrastructure troubleshooting.
Responsibilities
- Manage ServiceNow incident triage, ticket assignment, prioritization, and escalation.
- Track ticket status, pending requests, backlogs, and SLA compliance; maintain ticket records and communicate updates.
- Monitor network devices, servers, and IT infrastructure in ManageEngine OpManager; investigate alerts, outages, and performance issues.
- Create ServiceNow incidents from actionable alerts, troubleshoot initial issues, and escalate critical incidents.
- Follow open incidents through resolution and verify service recovery.
- Prepare daily monitoring reports, incident summaries, and shift handovers; follow ITIL processes and service desk guidelines.
Required qualifications
- Hands-on ServiceNow ticket management, incident handling, and queue triage experience.
- Knowledge of ManageEngine OpManager or similar infrastructure monitoring tools.
- Basic networking, server, and IT infrastructure troubleshooting knowledge.
- Familiarity with SLAs, incident prioritization, escalation procedures, and ITIL processes.
- Strong communication, documentation, analytical, and problem-solving skills; ability to manage multiple tickets and work in a team.
- Willingness to work shifts, if required.
Preferred qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification or equivalent IT service management knowledge.
- Previous Service Desk, NOC, or IT Operations experience.
- Immediate joiners are preferred.
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