Engineer – Integrated Operations (Service Request Fulfilment)

Job Title: Engineer – Integrated Operations (Service Request Fulfilment) - Full-Time

Experience: 2+ Years

Location: Gurugram, Haryana, India

Job Overview

We are seeking a detail-oriented and efficient Engineer to join our Integrated Operations team. This role focuses on fulfilling service requests in a timely manner, ensuring adherence to SLAs, and contributing to a seamless user experience. As an Engineer, you will be responsible for provisioning, incident resolution, and change management within our IT infrastructure.

Key Deliverables

• Fulfill service requests related to IT infrastructure, software, and hardware within defined SLAs, ensuring minimal disruption to business operations.
• Provision IT resources, manage user access, and configure systems according to established standards and security protocols.
• Document all service requests, changes, and resolutions in ticketing systems like ServiceNow, Remedy, or Jira.
• Collaborate with cross-functional teams to resolve incidents and implement changes, ensuring smooth handoffs and clear communication. Communicate with stakeholders regarding request status and timelines.
• Participate in change management processes, including impact assessment, planning, and execution of approved changes.
• Contribute to the development and maintenance of knowledge base articles and standard operating procedures (SOPs) to improve efficiency and consistency in service delivery.
• Monitor system performance and proactively identify potential issues or areas for improvement related to service fulfillment. Participate in root cause analysis when necessary.

Essential Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in IT support, service desk operations, or a similar role.
• Hands-on experience with ticketing systems such as ServiceNow, Remedy, or Jira.
• Solid understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Familiarity with ITIL processes, particularly Incident Management, Service Request Fulfillment, and Change Management.

Preferred Qualifications

• ITIL Foundation certification.
• Experience with scripting languages such as Python or PowerShell for automation of tasks.
• Experience with cloud platforms (AWS, Azure, or GCP).
• Exposure to working in a global, distributed IT environment.

Skills

Must-Have Skills

• Technical: Proficient with ticketing systems like ServiceNow, Remedy, Jira; Competent in TCP/IP, DNS, DHCP configuration and troubleshooting; Basic scripting skills.
• Domain Knowledge: Thorough understanding of ITIL framework and service management best practices. Familiarity with service request fulfilment, incident management, and change management processes.
• Behavioral & Interpersonal: Excellent communication and interpersonal skills; Ability to collaborate effectively with cross-functional teams; Strong customer service orientation.
• Process & SOP: Experience in creating and following SOPs for service request fulfilment and incident resolution; Ability to document processes clearly and concisely.
• Analytical & Problem-Solving: Ability to analyze system logs and network data to identify and resolve issues; Data-driven approach to problem-solving and decision-making.

Good-to-Have Skills

• Advanced Technical: Experience with automation tools and techniques; Advanced scripting skills in Python or PowerShell; Expertise in cloud technologies (AWS, Azure, or GCP).
• Additional Certifications: Advanced ITIL certifications; Relevant certifications in networking (e.g., CCNA) or cloud computing.
• Cross-Functional Exposure: Experience working with network engineers, system administrators, and application developers.
• Leadership Traits: Ability to mentor junior team members; Proactive approach to identifying and implementing process improvements; Ability to lead small projects or initiatives.
• Continuous Improvement: Familiarity with Lean/Kaizen principles for process optimization.

Additional Information

• Standard probation period applies as per company policy.
• Shift timings will be determined based on operational requirements.
• Occasional travel to other company locations may be required.
• Work hours are based on standard Indian business hours, with occasional flexibility required.
• Reporting hierarchy: Reports to the Team Lead, Integrated Operations.
• Communication channels: Primarily email, Microsoft Teams, and ticketing system.
• Employees are required to comply with all company policies and procedures, including those related to data security and privacy.
• Statutory compliance: Adherence to all applicable Indian labour laws and regulations.