Senior Consultant
Virtusa Consulting Services · Hyderabad · onsite · Posted 48d ago
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About this role
- Service Delivery EngineerRole OverviewSkilled Zendesk Engineer to drive the technical implementation of client's IT Operations transformation. Zendesk Engineer will optimize Zendesk environment, develop system integrations, and automate workflows.Key ResponsibilitiesZendesk Configuration & AutomationSystem Optimization Design and implement standard Zendesk ticket forms with mandatory data fields to streamline service request intake and transition away from email-based ticketing.Workflow Automation Configure Zendesk to automatically calculate ticket priorities based on a defined Impact/Urgency matrix.SLA Management Configure and activate Zendesk's native SLA timers to establish clear, measurable targets for ticket response and resolution, including automated countdowns and breach alerts.System Integration & ScriptingMonitoring Tool Integration Audit and integrate existing monitoring tools (e.g., PRTG). Deploy webhook scripts to enable the automatic creation of Zendesk tickets directly from critical system alerts.Proactive Monitoring Implement polling scripts to monitor and report on unassigned tickets to ensure no requests fall through the cracks.Threshold Tuning Work closely with operations to fine-tune alert thresholds, minimizing false positives and reducing alert fatigue.Incident & Escalation ManagementIssue Resolution Apply strong critical thinking skills to troubleshoot complex operational issues and resolve escalations effectively.Process Execution Manage the lifecycle of incidents and escalations. Maintain a Problem Register that links recurring incidents to a Root Cause Analysis (RCA) process.Metric Tracking Actively monitor and track key performance indicators, specifically focusing on improving First Contact Resolution (FCR) rates.Documentation & Knowledge ManagementKnowledge Migration Lead the migration of informal agent Standard Operating Procedures (SOPs) from legacy systems (e.g., OneNote) into a governed Zendesk Knowledge Base.Documentation Standards Accurately update tickets, create comprehensive knowledge base articles, and document SOPs for responding to system alerts, ensuring all technical documentation is maintained for future reference.
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Skills
Webhook scriptsAutomationScriptingmetric trackingsystem integrationzendeskMonitoring ToolsDocumentation
About Virtusa Consulting Services
Virtusa Consulting Services
IT Services & Consulting
18.8k+
employees
1996
30 years old
Hyderabad / Secunderabad, Telangana
India
₹13.7L PA avg
Avg at Virtusa Consulting Services
About
Virtusa help clients change, disrupt, and unlock new value that surpasses their wildest expectations not just to reach our best, but to redefine yours.
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.7/ 5
Culture
2.5
Career growth
2.0
Work-life
2.7
Employees rate it well for
Work-Life Balance37Overall Company37
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