{"id":3316011,"url":"https://alion.io/job/providence-india-service-operations-engineer","title":"Service Operations Engineer","company":{"id":3810263,"name":"Providence India","domain":"providence.in","url":"https://alion.io/company/providence-india","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-27T01:09:32Z","employer_posted_date":null,"last_verified_at":"2026-10-27T01:09:32Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"About the Role\n\nWe are looking for a highly skilled and customer-focused Support Engineer to join our team. The support engineer is responsible for handling advanced support issues, resolving and triaging escalated technical problems. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies\nOur Team culture\nWork environment, which is collaborative and driven by learning, attention to details & empathy towards our caregivers\nEmpowering & enabling individuals and teams to realize their full potential\nFocus on outcomes, solving our caregivers pain points & predictable delivery\nData driven decision making on vision & roadmap of the Service Desk\nWhat will you be responsible for\n\nThe ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions and 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. Candidate should be highly collaborative and has good working experience in Global operating setups.\n\nKey Responsibilities\nCustomer 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.\nQuality: 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.\nProblem Solving: Strong attention to detail and outstanding analytical skills.\nCollaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.\nFlexibility 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.\nCommunications: 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.\n\nWhat would your day look like\nHandle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow) \nTroubleshoot and resolve hardware, software, and network issues for end users.\nProvide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.\nIdentify area of opportunity for latest Knowledge Articles towards enhanced FCR (First Call Resolution) and supportability.\nEnsure 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.\nExecute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.\nPerform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.\nPerform monthly Incident Pattern and Theme analysis.\nExecute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.\nPerform 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.\nSupport Active Directory tasks: password resets, user account management, group policy troubleshooting.\nManage remote access and connectivity issues (e.g., Citrix, VPN, RDP).\nEscalate unresolved incidents to Tier 2 or specialized teams with detailed documentation.\nFollow ITIL best practices for incident, problem, and change management.\nWho are we looking for\n1-3years of Industry experience in Service Management, Service Operations, IT Service Desk Operations\nGood Communications skills (Fluent English)\nFlexibility to work in 24.7 work environment\nITIL v4/v5 Foundation certification (Preferred)\nRequired Skills: M365, Basic Network overview, Power BI, SQL\nExperience with Active Directory and ITSM tools\nBE/B-Tech or Equivalent degree.","description_format":"text","description_chars":4673,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Primary Care & Medical Centers"],"lifecycle":[{"event":"open","at":"2026-10-27T05:09:15Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/providence-india-service-operations-engineer","json_url":"https://alion.io/job/providence-india-service-operations-engineer.json","meta":{"generated_at":"2026-10-29T10:27:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15854,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3810263},"rest":"https://alion.io/mcp/rest/get_company?id=3810263"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprovidence-india-service-operations-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprovidence-india-service-operations-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprovidence-india-service-operations-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/providence-india-service-operations-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprovidence-india-service-operations-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3316011}},{"tool":"search_jobs","arguments":{"company":"providence.in","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3316011},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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