About the job
We are looking for a Service Desk Engineer to manage IT service requests, monitor infrastructure alerts, and ensure timely incident resolution. The ideal candidate will have hands-on experience with ServiceNow ticket management and ManageEngine OpManager, along with a good understanding of ITIL processes, SLA management, and basic infrastructure troubleshooting.
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Key Responsibilities
- Monitor and manage the ServiceNow queue, including incident triage, ticket assignment, prioritization, and escalation.
- Track ticket status, pending requests, backlogs, and SLA compliance to ensure timely resolution.
- Maintain accurate ticket documentation, status updates, and communication with users and technical teams.
- Monitor network devices, servers, and IT infrastructure using ManageEngine OpManager.
- Identify, investigate, and acknowledge monitoring alerts, service outages, and performance issues.
- Perform initial troubleshooting and escalate critical incidents to the relevant technical teams.
- Create and update ServiceNow incidents based on actionable alerts generated by OpManager.
- Follow up on open incidents until resolution and verify service recovery.
- Prepare daily monitoring reports, incident summaries, and shift handover updates.
- Follow ITIL-based incident management processes, escalation procedures, and service desk guidelines.
Required Skills and Qualifications
- Hands-on experience with ServiceNow ticket management, incident handling, and queue triage.
- Knowledge of ManageEngine OpManager or similar infrastructure monitoring tools.
- Basic understanding of networking, servers, and IT infrastructure troubleshooting.
- Familiarity with SLAs, incident prioritization, escalation procedures, and ITIL processes.
- Strong communication, documentation, analytical, and problem-solving skills.
- Ability to manage multiple tickets, prioritize tasks, and work effectively in a team environment.
- Willingness to work in shifts, if required.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification or equivalent knowledge of IT service management practices.
- Previous experience in a Service Desk, NOC, or IT Operations environment.
Immediate Joiners are preferred.
