Role description
Job Role : Service Desk Engineer
Location: New York, NY(Onsite)
The Command Center acts as a centralized operational hub responsible for 24x7 monitoring incident coordination and service governance across multiple technology towers including cloud infrastructure network database applications and automation platforms.
This role ensures end to end visibility faster incident resolution and seamless coordination across crossfunctional teams.
Key Responsibilities
1. Monitoring Operations.
Monitor enterprise IT landscape across multitechnology towers Cloud Windows Linux Network Storage DB Applications.
Track jobs batch processes and dashboards in realtime
Identify anomalies and potential outages proactively
2 .Incident Management Coordination
Act as single point of contact SPOC for incidents P1 P4
Coordinate with L1 L2 L3 teams vendors and stakeholders for resolution
Ensure SLA adherence and timely escalation
Manage bridge calls during major incidents
3. Ticket Queue Management
Monitor incoming tickets and ensure proper assignment prioritization and tracking.
Validate incidents categorize issues and trigger appropriate workflows.
Ensure closure with complete documentation and RCA.
4. MultiTower Coordination
Collaborate across
Cloud DevOps
Network Security
Database SQL Oracle Multiplatform
Windows Linux environments
Monitoring Automation teams
Enable shiftleft activities and reduce dependency on L3 teams
5 . Communication Stakeholder Management
Provide realtime updates on incidents and service status
Communicate outages risks and resolutions to business stakeholders
Maintain incident communication bridges and status dashboards
6. Automation Continuous Improvement
Identify repetitive tasks and support automation initiatives
Improve response efficiency and reduce MTTR
Drive process improvements and operational excellence
7. Reporting Governance
Generate
Incident reports
SLAKPI dashboards
Shift handover reports
Support audits compliance and governance processes
Required Skills
Technical Skills
Strong understanding of Cloud platforms AWSAzure OCI
OS Windows Linux
Networking fundamentals TCP IP DNS Firewall
Database basics SQLOracle
Knowledge of monitoring tools eg ServiceNow dashboards
Familiarity with ITSM ITIL processes
