Shift Structure: 24x7 Rotational Shifts (Includes nights and weekends)
Experience: 5–8 Years (Min. 2 years leading service desk/desktop support teams)
Job Purpose
A hands-on, highly collaborative role balancing technical execution with people leadership. You will manage a 24x7 operational team, oversee ITSM ticket queues, troubleshoot high-level escalations, and manage business stakeholder communications from an on-office setup.
Key Responsibilities
People & Roster Management: Create and manage the 24x7 shift roster. Coach, mentor, and drive daily operational discipline for the L1/L2 engineering team.
ITSM & Ticket Analysis: Monitor the ITSM tool queue. Deep-dive into ticket data to identify recurring technical issues and performance gaps.
Reporting & Presentation:
Prepare and confidently present weekly/monthly operational reports (SLAs, CSAT) during stakeholder management meetings.
Technical Escalations: Act as the final escalation point for Active Directory (AD), Office 365 troubleshooting, advanced Outlook configurations, enterprise application configurations, and basic networking (DNS, DHCP, VPN).
Key Skills & Requirements
Technical Skills: Expert troubleshooting in AD, O365, Outlook, and basic networking, Citrix.
Tools: Proficient with industry-standard ITSM tools (e.g., ServiceNow, Jira).
Leadership Traits: Proven stakeholder management, presentation skills, and a robust team-player mindset.
Flexibility: Absolute comfort working in a strict 24x7 rotation and 100% Work from Office.
Preferred candidate profile
📌 Desktop Support Engineer, Amaravati
🏢 Team Computers
📍 Amaravati
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