Role & responsibilities

Role : Service Desk engineer

exp: 6 + yrs

loaction: Mumbai

Preferred candidate profile

Ensure effective ticket lifecycle management zero backlog strict SLA adherence and change governance through structured queue management hygiene checks and operational coordination

Key Responsibilities

1 Backlog Ticket Queue Management

Monitor and manage ticket queues Incidents SRs SCTASKs to ensure zero backlog and controlled ageing

Track SLA breaches and enforce timely closures with accountability

Identify backlog drivers On Hold dependency incorrect assignment and drive resolution

Publish backlog reports with explicit action plans and ownership

2 Ticket Hygiene SLA Compliance

Ensure adherence to ticket hygiene standards correct categorization assignment priority timestamps

Drive SLA compliance across response and resolution timelines

Conduct periodic hygiene audits and enforce corrective actions

3 Timely Ticket Updates Ownership Control

Ensure tickets have clear meaningful updates with next steps and ETAs





Enforce ownership accountability for each ticket

Minimize reassignment through correct initial routing

4 Change Ticket Reviews Governance

Review change requests for

Documentation completeness

Risk assessment business justification

CAB approval compliance

Identify and escalate noncompliant changes

5 CTASK PIR Closure Management

Ensure timely closure of CTASKs post implementation

Track and enforce PIR completion with quality insights

Prevent overdue closures via proactive tracking

6 RCA Management

Ensure RCA completion within SLA timelines

Validate RCA quality root cause corrective preventive actions

Drive reduction of repeat incidents through trend analysis

7 Operational Coordination Call Governance

Coordinate and anchor scheduled technical calls

Ensure zero missed calls and proper participation

Track action items and ensure closure with ownership

8 Shift Handover Leadership

Lead structured shift handover process ensur

📌 Hiring _ Service desk engineer_ Lti Mindtree (Mumbai)
🏢 Intellics Global Services Mumbai
📍 Mumbai