Operations processing associate

Service Desk (L1) Roles and Responsibilities: : Front line support for IT Infrastructure Monitoring : Infrastructure and Application : Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures : Knowledge and/or working experience with any Public Cloud Vendors, Preferably Azure/AWS : Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end:to:end monitoring. : Basic/Intermediate knowledge of Microsoft AD (password resets, security groups, Sites) : Exchange online (Mailbox creation, management, migration, mail:flow etc.) : Basic knowledge in Networking (TCP/IP, DNS) : Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design : Knowledge of ITSM tool likewise JIRA, ServiceNow : Experience in ITIL processes including Incident, Problem, Change, Knowledge, and Event Management. Requirements: : Good presentation and communications skills with a keen sense of customer service : Strong problem solving, priority setting, and collaboration skills. : Ability to make timely and sound decisions : Ability to multi:task : Triage and escalate incidents in a timely manner according to standard operating procedures : Excellent analytical and problem:solving skills. : Ability to understand operational work processes : Willingness to learn new technologies : Contribute to technical knowledge base. : Flexible to work in shifts, 24x7 environment : 2 to 5 years overall experience in a technical support role Work Timings: 24X7 (Rotational Sift)