- Service Delivery EngineerRole OverviewSkilled Zendesk Engineer to drive the technical implementation of client's IT Operations transformation. Zendesk Engineer will optimize Zendesk environment, develop system integrations, and automate workflows.Key ResponsibilitiesZendesk Configuration & AutomationSystem Optimization: Design and implement standard Zendesk ticket forms with mandatory data fields to streamline service request intake and transition away from email-based ticketing.Workflow Automation: Configure Zendesk to automatically calculate ticket priorities based on a defined Impact/Urgency matrix.SLA Management: Configure and activate Zendesk's native SLA timers to establish transparent, measurable targets for ticket response and resolution, including automated countdowns and breach alerts.System Integration & ScriptingMonitoring Tool Integration: Audit and integrate existing monitoring tools (e.g., PRTG). Deploy webhook scripts to enable the automatic creation of Zendesk tickets directly from critical system alerts.Proactive Monitoring: Implement polling scripts to monitor and report on unassigned tickets to ensure no requests fall through the cracks.Threshold Tuning:



Work closely with operations to fine-tune alert thresholds, minimizing false positives and reducing alert fatigue.Incident & Escalation ManagementIssue Resolution: Apply strong critical thinking skills to troubleshoot complex operational issues and resolve escalations effectively.Process Execution: Manage the lifecycle of incidents and escalations. Maintain a Problem Register that links recurring incidents to a Root Cause Analysis (RCA) process.Metric Tracking: Actively monitor and track key performance indicators, specifically focusing on improving First Contact Resolution (FCR) rates.Documentation & Knowledge ManagementKnowledge Migration: Lead the migration of informal agent Standard Operating Procedures (SOPs) from legacy systems (e.g., OneNote) into a governed Zendesk Knowledge Base.Documentation Standards: Accurately update tickets, create comprehensive knowledge base articles, and document SOPs for responding to system alerts, ensuring all technical documentation is maintained for future reference.

📌 Lead Software Engineer (Secunderabad)
🏢 Virtusa
📍 Secunderabad