In Time Tec is an award-winning IT & software company. In Time Tec offers progressive software development services, enabling its clients to keep their brightest and most valuable talent focused on innovation. In Time Tec has a leadership team averaging 15 years in software/firmware R&D;, and 20 years building onshore/offshore R&D; teams. We are looking for rare talent to join us. People having a positive mindset and great organizational skills will be drawn to the position. Your capacity to take initiative and solve problems as they emerge, flexibility, and honesty, will be key factors for your success at In Time Tec.

Position overview

The Event Management Administrator is the first responder for alerts raised by Thrive's integrated monitoring platforms, keeping client environments healthy around the clock. This position offers the opportunity to join a rapidly growing organization. We're looking for people with initiative, autonomy, and leadership ability to help optimize both process and delivery across our Managed Service offerings.

In this role, you will support Thrive's event management and technical support services across all regions. You will triage, troubleshoot, and escalate events, and keep clients and internal teams informed until each issue is resolved. The ideal candidate combines a solid technical background with customer service expertise and a problem-solving attitude.

Success in this role means fast, accurate response to events, high-quality technical support, and steadily increasing client satisfaction.

Essential duties and responsibilities

Event response and triage

- Provide rapid response, initial triage, and troubleshooting of events generated by Thrive's monitoring platforms.

- Assess each event's impact based on business criticality and assign the correct priority.

- Respond to and resolve events within defined SLAs, supporting team KPIs such as mean time to acknowledge (MTTA) and mean time to resolve (MTTR).

- Proactively review lower-priority events and resolve them before critical thresholds are reached.

- Recognize potential security-related events and escalate them promptly to the Security Operations Center (SOC) or security team.

- Check scheduled maintenance windows and approved changes before escalating, to avoid false escalations from planned work.

Escalation and incident management

- Provide escalation support after initial triage for continued troubleshooting and resolution.

- Escalate to the appropriate next-level function based on the client's service profile, following documented escalation paths.





- Join major incident bridges as needed, providing event data, timelines, and status updates.

- Support root cause analysis and problem management by supplying event history and trend data.

Communication and client support

- Communicate clearly with all internal and external parties throughout event triage, providing regular updates.

- Handle inbound and outbound client support via phone, email, chat, and other approved Thrive communication channels.

- Perform structured shift handovers so open events, pending actions, and client commitments carry over cleanly to the next shift.

Documentation, reporting, and improvement

- Document all event activity accurately and in real time in the ticketing system.

- Analyze device and event data to report on performance and identify trends that could lead to future problems.

- Create and update runbooks, SOPs, and knowledge base articles.

- Work with engineering teams to tune alert thresholds and reduce false positives and alert noise.

- Follow best practices, SOPs, and change management processes throughout the technical support process.

General

- Adjust priorities and balance responsibilities in a fast-paced, 24/7 environment.

- Work outside standard hours when necessary, including holidays and on-call rotation if applicable.

- Perform other duties as assigned.

Qualifications

Education and experience:

- Bachelor's degree in Information Technology or a related discipline preferred, or an equivalent combination of education and relevant work experience.

- 3–5 years of experience in a call center, NOC, service desk, or managed services (MSP) setting preferred.

- Experience working in a 24/7 operations or shift-based environment preferred.

Technical skills

- Technical subject matter expertise on MSP products as they relate to Thrive's service catalog.

- Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VPN, routing and switching, and firewalls.

- Working knowledge of Windows Server and Linux administration basics.

- Familiarity with virtualization (VMware, Hyper-V), cloud platforms (Microsoft Azure, AWS, Microsoft 365), backup, and storage technologies.





- Hands-on experience with monitoring platforms such as [LogicMonitor, SolarWinds, Datadog, or similar – confirm Thrive's tools].

- Hands-on experience with ITSM or PSA tools such as [ServiceNow, ConnectWise, or similar – confirm Thrive's tools].

- Familiarity with ITIL practices, especially event, incident, and problem management.

Certifications (preferred)

- CompTIA A+, Network+, and/or Security+

- ITIL 4 Foundation

- Cisco CCNA

- Microsoft certifications such as Azure Fundamentals (AZ-900) or Microsoft 365 Fundamentals

Skills and attributes

- Strong written and verbal communication skills, including clear, concise ticket documentation.

- Attention to detail and a focus on adherence to SOPs and documented processes.

- Professional, customer-focused phone and email etiquette.

- Ability to stay calm, organized, and decisive under pressure during high-severity events.

- Strong analytical and problem-solving skills, with the ability to spot patterns across events.

- Ability to work independently on shift while collaborating effectively with a distributed team.

Work environment

• Fast-paced 24/7 operations center environment, working [onsite / hybrid / remotely].

• Extended periods of computer and phone use during 13-hour shifts.

• Rotating shifts, including nights, weekends, and holidays, as scheduled.

• Participation in an on-call rotation may be required.

How You’ll Grow at In Time Tec

In Time Tec, has made significant investments to create a stimulating environment for its people to grow. We want each of our employees to grow in their way and play their roles while honing their ownership abilities. As part of those efforts, we provide our professionals with a range of educational opportunities to help them grow in their career.

Our guiding principles of leadership, trust, transparency, and integrity serve as the foundation for everything we do and every success we achieve. We are proud of these fundamental principles since they demonstrate our dedication towards them as a “One Team”.

We value every individual by giving them the freedom to make daily decisions that can support their health, well-being, confidence, and awareness. Our leadership team is there to offer the safe base by giving the right budding environment, instruction, tools, and chances necessary for your professional development in achieving your goals.

Our people and culture work together in a collaborative environment, making In Time Tec a thriving place to work. You can find out more aboutLife at In Time Tec here.

📌 Event Management Administrator (Jaipur)
🏢 In Time Tec
📍 Jaipur