Senior Engineer - Cloud and Infra (Service Desk / Command Center Operations)

Location: Navi Mumbai

Experience: 3–5 Years

About The Role

We are looking for a Senior Engineer – Cloud & Infrastructure Management with 3–5 years of experience in Service Desk Operations, Incident Management, and Command Center Monitoring. The role involves supporting 24x7 IT operations, coordinating critical incidents, and ensuring timely resolution of service disruptions in line with defined SLAs.

Job Description

The candidate will serve as a first point of contact for IT incidents and service requests, providing L1/L1.5 troubleshooting across end-user computing, network connectivity, VPN, email, Microsoft 365, and business applications. Responsibilities also include ticket management, incident escalation, stakeholder communication, and complete resolution tracking.

The role requires active participation in Major Incident Management (MIM), bridge calls, war-room coordination, infrastructure monitoring, and post-incident reviews. The candidate will collaborate with infrastructure, application support, network, and cloud teams to maintain service reliability and operational continuity.

Key Responsibilities

• Handle IT incidents and service requests through phone, email, chat, and service portals.
• Log, categorize, prioritize, and track tickets using ITSM tools such as ServiceNow.
• Provide L1/L1.5 troubleshooting for desktops, laptops, VPN, LAN/WAN, email, M365, and business applications.
• Monitor enterprise infrastructure, applications, and services through dashboards and monitoring tools.
• Support Major Incident Management, bridge calls, war-room coordination, and escalation activities.
• Conduct impact assessments, severity classification, resolution tracking, and post-incident reviews.
• Ensure incidents are documented, resolved within SLAs, and closed with appropriate RCA.
• Monitor recurring issues and contribute to Problem Management and continuous improvement.
• Generate incident reports, service availability dashboards, and operational KPI/SLA reports.
• Ensure effective stakeholder communication and seamless shift handovers in 24x7 operations.

Required Skills

• Service Desk Operations and IT Incident Management
• ITSM tools, including ServiceNow
• L1/L1.5 troubleshooting and end-user computing support
• Network connectivity, VPN, LAN/WAN, and business application support
• Major Incident Management and incident bridge coordination
• ITIL processes: Incident, Request, Problem, and Change Management
• Monitoring tools such as SolarWinds and Splunk
• SLA tracking, service reporting, RCA, and operational documentation
• Stakeholder communication and cross-functional coordination

Mandatory Skills

• Cisco SDN Network Administration
• CUCM

Candidate Profile

The ideal candidate should have hands-on experience in service desk support, command center monitoring, incident coordination, and ITIL-based service management. The candidate must be comfortable working in a 24x7 operational environment and communicating effectively with technical teams, business stakeholders, and leadership.

Benefits Package

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The opportunity to work on exciting and challenging projects with leading clients