End-to-End IT Operations: Oversee day-to-day IT support, system administration, user access management, and hardware/software troubleshooting across the client setting.
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 robust plus.

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

Work Location: In person

📌 It Lead Us Client Operations Kochi
🏢 GKS INFOTECH
📍 Kochi