Sr. Engineer - IT Service Management 4B

Overview

Support business analysis and live IT systems by diagnosing production issues, managing incidents, and translating operational needs into requirements and user stories for permanent fixes.

What you'll do

• Gather requirements, perform gap analysis, and create user stories with acceptance criteria.
• Manage incidents, investigate root causes, and track service-level agreements.
• Log, categorize, triage, and investigate user-reported issues.
• Monitor dashboards, alerts, and system health metrics.
• Resolve standard requests using runbooks and standard operating procedures.
• Collaborate with business users, infrastructure teams, DBAs, and L3 developers.
• Support user acceptance testing and verify implemented solutions.

What you'll need

• Bachelor’s degree in business information systems, computer science, or a related field, or equivalent IT experience.
• Knowledge of Agile/Scrum methodologies.
• Experience with incident management and ticketing systems.
• Strong analytical thinking and attention to detail.
• Advanced English proficiency at C1 level.
• Knowledge of systems, networks, and software.

Nice to have

• Proficiency with ServiceNow and Jira.
• Understanding of .NET-based applications.
• ServiceNow Certified Application Developer certification.

Details

• Location: Pune, Maharashtra, India.
• Work mode: Hybrid.
• Employment type: Regular.
• Work shift: Night shift in India.