We are seeking a highly motivated and technically strong Service Desk L2 / Lead professional to support a banking IT infrastructure and lead day-to-day service desk operations. The candidate will be responsible for handling escalated incidents, ensuring SLA compliance, coordinating with multiple technology teams, and driving operational excellence in a 24x7 support environment.
Roles & Responsibilities
1. Incident & Request Management
- Ensure incidents and service requests are resolved within agreed SLA timelines.
- Perform detailed root cause analysis for recurring issues.
- Coordinate with technical teams for issue resolution.
- Update tickets with accurate troubleshooting and resolution details
2. Service Desk Operations
- Monitor ticket queues and prioritize incidents based on severity and business impact.
- Manage shift operations and ensure proper handovers between teams.
- Ensure adherence to operational processes and support standards.
- Track ticket backlog and drive closure of aging incidents.
- Maintain operational dashboards and service metrics.
3. ITSM & Process Compliance
- Work within ITIL framework processes:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Ensure proper ticket documentation and audit compliance.
- Maintain SOPs,
knowledge base articles, and operational runbooks.
- Identify automation and service improvement opportunities.
4. Monitoring & Reporting
- Monitor alerts from enterprise monitoring tools.
- Generate and analyze operational reports including:
- SLA compliance
- MTTR
- Ticket trends
- Highlight risks, recurring incidents, and service gaps.
Technical Skills Required
- ServiceNow, Remedy, Jira, Manage Engine SDP (Preferable)
- Monitoring tools such as OEM, SolarWinds, Nagios, Zabbix, OP Manager (Preferable)
- Windows Server Administration (Basic Knowledge)
- Linux/Unix Administration (Basic Knowledge)
- VMware virtualization (Basic Knowledge)
- Oracle and SQL Server (Basic Knowledge)
Educational Qualification
Bachelors degree in Computer Science, IT, or related field.
Experience Required
4–8 years of experience in IT Service Desk / Infrastructure Support.
Preferred Certifications
- ITIL Foundation
- RHCSA/RHCE (Good to have)
- Microsoft Certifications (Good to have)
- VMware Certifications (Good to have)
Soft Skills
- Robust troubleshooting and analytical abilities
- Excellent communication skills
- Leadership and stakeholder management
- Ability to work under pressure