Service Desk (Global Command Centre)
Posted
Summary
24x7 data centre command centre service desk engineer in Mumbai: monitors critical systems, handles customer requests and incident escalations, reviews logs, and runs shift handovers. Core stack includes Windows/AD, VMware, AWS, Azure, Linux, and SolarWinds; 4-6 years of Microsoft sysadmin experience required.
Shift Assistant Engineer - Data Centre Operations
Responsibilities:
- Perform 24x7 command centre duties, including monitoring critical systems and responding to customer requests.
- Ensure adherence to Data Centre Policies, Standards, and Processes.
- Handle emergency escalations and reporting when system abnormalities occur.
- Attend to customer work requests promptly and track their progress.
- Assist in incident investigation and resolution by reviewing system logs.
- Provide daily handover and takeover of duties to next shift coworker, preparing handover reports.
- Manning the service desk and delivering excellent customer service.
- Escalate incidents to internal staff and customers, providing timely updates.
- Implement and follow SOP processes as required.
- Perform other ad hoc duties assigned by the Lead Engineer.
Requirements:
- Proficient in English communication and report writing.
- 4-6 years of experience in Microsoft System administration and basic troubleshooting.
- Experience in Data Centre, NOC, or Service Command Centre.
- Technical expertise in critical data centre systems, including Windows/AD, VMWare, AWS, Azure, Linux, and monitoring tools like SolarWinds.
- Knowledge in managing server issues (VMware, AWS, Azure) and file shares and permissions.
- Ability to perform multiple tasks, work independently, and adapt quickly.
- Excellent communication, organizational, and time management skills.
- Familiarity with Excel, PowerPoint, and Analytics tools is an advantage.
- Resolve incidents and tasks following SOPs and provide support to VIPs when needed.
- Monitor alerts and execute changes as per documented processes.