Opportunity Description
Key Responsibilities
1. ITSM Tool Support
Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, Service Now ITSM and ITOM modules.
Expertise in workflow automation, integration, and monitoring techniques.
Assist in managing the ITSM platform for incident, request, problem, change tickets
Ensure tickets are properly logged, categorized, and updated
Support basic workflow processes and follow ITIL guidelines
Help maintain system data accuracy and assist in building dashboard and report generation
2. Ticket & SLA Support
Monitor assigned tickets and ensure timely resolution within SLA timelines
Escalate critical or delayed tickets to senior team members
Assist in tracking ticket status, backlog, and resolution updates
Support preparation of complete reports and dashboards for multiple clients in various ITSM tools
3. Team & Operational Support
Work closely with senior engineers and team leads to manage daily...
1. ITSM Tool Support
Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, Service Now ITSM and ITOM modules.
Expertise in workflow automation, integration, and monitoring techniques.
Assist in managing the ITSM platform for incident, request, problem, change tickets
Ensure tickets are properly logged, categorized, and updated
Support basic workflow processes and follow ITIL guidelines
Help maintain system data accuracy and assist in building dashboard and report generation
2. Ticket & SLA Support
Monitor assigned tickets and ensure timely resolution within SLA timelines
Escalate critical or delayed tickets to senior team members
Assist in tracking ticket status, backlog, and resolution updates
Support preparation of complete reports and dashboards for multiple clients in various ITSM tools
3. Team & Operational Support
Work closely with senior engineers and team leads to manage daily...