Lead Service Operations Engineer

About the Role

We are looking for a highly skilled and customer-focused Tier 1.5 Support Engineer to join our team. The Tier 1.5 Engineer is responsible for handling advanced support issues, resolving escalated technical problems, and serving as the point of contact between Tier 1 support and specialized IT teams. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies

Our Team culture

• Work environment, which is collaborative and driven by learning, attention to details & empathy towards our caregivers
• Empowering & enabling individuals and teams to realize their full potential
• Focus on outcomes, solving our caregivers pain points & predictable delivery
• Data driven decision making on vision & roadmap of the Service Desk

What will you be responsible for

The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, call handling. The candidate should be skilled at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on End User experience. The candidate should be highly collaborative and has good working experience in Global operating setups.

• Customer Service: Personal responsibility for customer satisfaction. Professionally represents the Face and Voice of IT in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving: Strong attention to detail and outstanding analytical skills.
• Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like

• Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow)
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR (First Call Resolution) and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
• Support Active Directory tasks: password resets, user account management, group policy troubleshooting.
• Manage remote access and connectivity issues (e.g., Citrix, VPN, RDP).
• Perform root cause analysis for recurring issues and document resolutions.
• Escalate unresolved incidents to Tier 3 or specialized teams with detailed documentation.
• Follow ITIL best practices for incident, problem, and change management.
• Support software deployments, updates, patching, and imaging of systems.

Who are we looking for

• 5-8 years of Industry experience in Service Management, Service Desk Operations
• Good Communications skills (Fluent English)
• Flexibility to work in 24.7 work environment
• ITIL v4/v5 Foundation certification (Preferred)
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Experience with Active Directory, M365 and ITSM
• Experience working with ServiceNow (Preferred)
• BE/B-Tech or Equivalent degree