- End-to-End IT Operations: Oversee day-to-day IT support, system administration, user access management, and hardware/software troubleshooting across the client environment.
- Client Engagement & Meetings: Conduct and lead weekly operational review meetings with US client management, presenting performance metrics, ongoing ticket status, and process improvements.
- Incident & Escalation Management: Act as the primary escalation point for critical IT incidents, ensuring rapid troubleshooting, RCA (Root Cause Analysis), and adherence to SLAs.
- Infrastructure & Tool Administration: Manage user provisioning, cloud tools (e.g., Microsoft 365, Google Workspace, Azure AD/Entra ID), remote access solutions, and IT assets.
- Reporting & Documentation: Track KPIs (SLA compliance, MTTR, ticket volume), maintain standard operating procedures (SOPs), and deliver weekly IT performance summaries.




- 2–3 years of hands-on experience in IT support, technical helpdesk operations, or sysadmin roles.
- Prior experience directly supporting US or international clients.
- Willingness and commitment to work fixed night shifts aligned with US time zones.
- Exceptional spoken and written English communication skills with comfort leading client calls.
- Solid troubleshooting skills across Windows/macOS, M365/Google Workspace, networking basics (DNS, DHCP, VPNs), and ticketing systems (e.g., Jira, ServiceNow, Freshservice).
- Relevant IT certifications (CompTIA Network+/Security+, Microsoft Certified Fundamentals, or ITIL) are a strong plus.

Pay: ₹40,000.00 - ₹45,000.00 per month

Work Location: In person

📌 IT Lead (US Client Operations) (Kochi)
🏢 GKS INFOTECH
📍 Kochi