IT Support Specialist

Description: Job Title: IT Support SpecialistLocation: Bengaluru, Hyderabad, Mumbai, KolkataJob Type: Full-timeExperience: 2 - 7 yearsJob Responsibilities:Perform L1.5 troubleshooting and resolution for infrastructure and application-related issues following knowledge articles.Monitor alerts or incidents and acknowledge them within defined SLAs.Conduct health check activities and monitor the performance of infrastructure components and applications.Engage third parties, as required, to support the resolution for Supplier Services.Initiate the technical bridge upon Major Incident declaration.Engage Incident commander/supervisor/on-call manager.Collaborate with other technical teams to support resolution for supplier services.Confirm issue resolution with end-users and update all stakeholders on the technical bridge.Keep incidents updated based on discovery or end-user information in real-time.Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.Monitor the volume of incidents, incident resolution, pending incidents, complaints, and escalations.For P1/P2 incidents where vendors are involved, ensure that incidents being addressed by the vendor are actively managed and that the vendor provides timely resolution.Ensure outage notifications are sent by the technical manager in major outage cases, following up with technical managers to get the status of the incident at regular intervals.Receive management reports periodically and assess them for improvement opportunities.Create reports on the ITSM tool for weekly incident trends and share them with required stakeholders.Perform proactive problem management.Validate the accuracy of incident/service requests submitted by the service desk to ensure accurate categorization, prioritization, and configuration item details.Must be willing to work in shifts, provide handover to global teams, and offer on-call support during off-business hours.Key Ski

Required Skills: 2 - 7 years of relevant experience with the following skillsets for Leads 2 - 4 years of relevant experience for Engineers.Hands-on experience with at least 1 ITSM tool (ServiceNow, Remedy, etc.).Proven verbal and written communication skills, crucial for driving customer communication during critical events.Proficiency in at least one technology domain.Proven understanding of the ITIL framework.Experience working in a Managed Services environment providing application support, with a strong knowledge of IT Service Management (ITSM) processes, including incident, request, and problem management.Basic knowledge of working in .NET/Java, monitoring tools is preferred.ITIL 4 certification is a plus.