Senior Engineer – Cloud & Infrastructure Management
Location: Navi Mumbai, India
Job ID: 7927413
Experience: 2–5 Years
Employment Type: Permanent
Job Overview
We are looking for a Senior Engineer – Cloud & Infra Management with hands-on experience in IT Service Desk Operations. The ideal candidate will be a quick learner, proactive problem solver, and team player capable of working in a 24×7 support environment while ensuring exceptional service delivery and customer satisfaction.
Key Responsibilities
- Log, track, and manage all incidents and service requests in ITSM tools.
- Take ownership of customer issues and ensure timely resolution or escalation.
- Provide technical support for Windows 7/10, Mac OS X, printers, remote access, and Office applications.
- Engage with other support teams to resolve complex tickets and ensure SLA/KPI compliance.
- Identify and initiate the Major Incident Management process when required.
- Maintain confidentiality of client and customer data in line with NDA guidelines.
- Contribute to the development and maintenance of the Knowledge Base.
- Demonstrate excellent communication, interpersonal, and customer service skills.
Required Skills & Experience
- 2–4 years of experience in IT Service Desk Operations.
- Strong knowledge of Incident & Service Request Management.
- Proficiency in ServiceNow or other ITSM tools (e.g., Jira Service Desk).
- Good understanding of Windows Server environments.
- Excellent analytical, troubleshooting, and documentation skills.
- Experience working in 24×7 support models.
- ITIL v3 Foundation Certification preferred (not mandatory).
Core Competencies
- Strong problem-solving and analytical thinking
- Excellent customer handling and communication skills
- Highly organized, self-motivated, and adaptable
- Multilingual proficiency – Polish language preferred
Skills
Mandatory Skills: Jira Service Desk, Service Desk, Windows Server