ServiceDesk & Monitoring Engineer

Total Experience Expected: 01-02 years

Role Requirement

Provide Level 1 Service Desk and Monitoring support for internal and external customers. Resolve incidents, service requests, and alerts through phone, email, chat, and monitoring tools while meeting SLA targets. Support 24x7 operations through proactive monitoring, incident management, deployments, and service restoration.

Key Responsibilities

• Manage and resolve incidents, service requests, outages, and monitoring alerts within SLAs
• Proactively monitor infrastructure, applications, cloud environments, and business-critical services
• Execute runbooks, recovery procedures, deployments, releases, and rollback activities
• Ensure accurate incident classification, prioritization, tracking, ownership, and closure
• Escalate complex issues to L2/L3 teams with complete diagnostic information
• Support Major Incident Management and stakeholder communications when required
• Identify recurring issues and contribute to continuous service improvement
• Ensure compliance with ITIL, security, quality, and audit requirements

Technical Skills

• Windows OS, Microsoft 365, Entra ID (Azure AD), VPN, Intune, SCCM, and endpoint management
• ITSM tools (ServiceNow preferred) with SLA-driven support experience
• Monitoring and observability tools such as SolarWinds, Zabbix, Grafana, Splunk, Azure Monitor, or equivalent
• Basic understanding of Azure/AWS, networking, servers, databases, and application monitoring
• Familiarity with deployment, release, change, and rollback processes

Core Competencies

• Customer-focused with strong communication, analytical, and troubleshooting skills
• Ownership, accountability, and attention to detail
• Ability to work in a fast-paced 24x7 rotational-shift environment
• Adaptability to automation, GenAI, AI tools, operational runbooks, and continuous improvement initiatives