Service Desk Lead

Job Scope:

. Provide 24 X 7 support on call handling, response to emails for multiple projects.

. Working 12 hours night shift.

. Provide cloud infra and applications monitoring.

. Perform troubleshooting on incident.

. Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident tickets to ITSM.

. Handle incident created from event generator.

. Generate ad-hoc ITSM reports required by customer.

. Escalation of incidents to the appropriate engineers.

. Broadcasting of messages.

. Handle calls from Amazon Connect.

. . Handle small team of L1 support executives and submit weekly status reports to customer.

. Willingness to learn and take up new challenges.

Requirements:

. Should possess at least a diploma in Computer Science or computer Engineering.

. Relevant certification in IT such as MCSE/MCSA

. Certified in at least ITIL V3 AND above.

. Must be able to speak English fluently and write proper English.

Minimum Years/Area of Experience

. Minimum 7 years of experience in system administration and handling a small team of service desk support executives.

. Experience in

o Working on AWS Platform.

o Familiar with AWS Cloud Watch / System Manager for monitoring.

o Resolve, restore and re-run failed backup issue.

o Perform escalation on incident.

o Familiar with ITSM Tool and able to categorize ticket correctly.

o Customer like and able to handles calls in a professional manner.