Service Desk Leadership
Lead and manage the Service Desk team to provide timely and effective support to end users.
Own Incident, Service Request, and Change Management processes (ITIL aligned).
Monitor service desk performance metrics and ensure SLAs are consistently met.
Act as the primary escalation point for unresolved or high-priority tickets.
Drive service improvement initiatives and promote end-user satisfaction.
Coordinate cross-functional collaboration with infrastructure, application, and security teams.
Ensure proper documentation, ticket quality, and knowledge base updates by the team.
Provide training and mentoring to junior service desk engineers.
Monitoring Administration
Manage and maintain Site24x7 monitoring platform and ensure complete infrastructure visibility.
Configure monitoring for servers, applications, websites, APIs, and network devices.
Set up performance thresholds, custom metrics, and alerting rules to ensure proactive monitoring.
Diagnose, triage, and analyze alerts, taking appropriate remediation actions.
Create dashboards and reports (availability, capacity, performance, uptime, etc.).
Work closely with infrastructure and application teams to refine monitoring strategies.
Manage SNMP configurations, traps, logs, and event correlation for timely incident detection.
Adapt and onboard new tools or platforms as required by the organization.
Technical Skills
Hands-on experience with monitoring tools: Site24x7, SolarWinds, PRTG, etc.
Strong knowledge of monitoring configuration, threshold setup, SNMP, and custom dashboards.
Skilled in incident detection, RCA, and handling critical incidents and bridge calls.
knowledge of Windows Servers latest operating system and its operational features.
Experience with VMware vSphere Vcenter/ESXi, NetApp, and Citrix Virtual Apps & Desktops.
Proficient in Microsoft 365, Azure AD, Intune, and endpoint management.
Familiar with Azure cloud monitoring.
Strong in ServiceNow Remedy ITSM – Incident, Problem, Change, and Request modules.
Scripting knowledge: PowerShell, Bash, or Python for basic automation tasks.
Solid grasp of networking fundamentals – TCP/IP, DNS, DHCP, VPN, routers, switches, Firewall, NAS etc.,
Exposure to security authentication protocols – SAML, OAuth to enable SSO.
Experience driving SOC tools compliance.
Experience integrating monitoring tools with ticketing and alerting systems
Soft Skills
Strong analytical, organizational, and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to lead and work with global and cross-cultural teams.
Proactive, self-motivated, and a quick learner.