Senior Engineer MS, EUS

Overview

Maintain and support clients' cross-technology IT infrastructure as a second-level managed services engineer. Monitor, investigate, and resolve incidents and problems while restoring services within agreed SLAs.

What you'll do

• Monitor infrastructure and resolve technical incidents and problems.
• Manage work queues and address incidents and requests within SLAs.
• Investigate, log, and update tickets with resolution actions.
• Collaborate with teams and clients to provide second-level support.
• Execute approved changes and document associated risks and actions.
• Audit tickets, recommend improvements, and identify automation opportunities.
• Handle escalations and support disaster recovery functions and tests.

What you'll need

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes.
• Experience working with vendors and third parties.
• Bachelor's degree in IT or Computing, or equivalent work experience.
• Effective communication across different cultures and social groups.
• Ability to work under pressure, adapt to changing circumstances, and work longer hours when necessary.

Details

• Location: Mumbai, India.
• Work mode: On-site.