Service Operations Engineer

Job Summary

We are looking for a highly skilled and customer-focused Support Engineer to join our team. The support engineer is responsible for handling advanced support issues, resolving and triaging escalated technical problems. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies.

What would your day look like

- Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow).
- Troubleshoot and resolve hardware, software, and network issues for end users.
- Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
- Identify area of opportunity for latest Knowledge Articles towards enhanced FCR (First Call Resolution) and supportability.
- Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
- Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through cutting-edge behaviors and effective change management.
- Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.




- Perform monthly Incident Pattern and Theme analysis.
- Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
- Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
- Support Active Directory tasks: password resets, user account management, group policy troubleshooting.
- Manage remote access and connectivity issues (e.g., Citrix, VPN, RDP).
- Escalate unresolved incidents to Tier 2 or specialized teams with detailed documentation.
- Follow ITIL best practices for incident, problem, and change management.

Who are we looking for

- 1-3 years of industry experience in Service Management, Service Operations, IT Service Desk Operations
- Good communications skills (Fluent English)
- Flexibility to work in 24/7 environment
- ITIL v4/v5 Foundation certification (Preferred)
- Required skills: M365, Basic Network overview, Power BI, SQL
- Experience with Active Directory and ITSM tools
- BE/B.Tech or Equivalent degree

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Operations Engineer (Hyderabad)
🏢 Providence College of Engineering
📍 Hyderabad