Senior Engineer - Cloud and Infra (Service Desk / Command Center Operations)

Vivantify Technology Solutions India Pvt. Ltd.; Navi Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Inclusive culture

Challenging projects

Job summary

Vivantify Technology Solutions India Pvt. Ltd. in Navi Mumbai seeks a Senior Engineer – Cloud & Infrastructure Management to support 24x7 IT operations.

You will be the first contact for incidents and service requests, providing L1/L1.5 troubleshooting and coordinating major incidents across multiple teams to ensure timely resolution and SLA adherence. The role involves working with Network, Cloud, and Application support teams, driving incident resolution, and contributing to continuous

Qualifications

• Hands-on service desk support and command center monitoring.
• Experience coordinating incidents in a 24x7 operational environment.
• Familiar with ITIL-based service management and cross-functional communication.

Responsibilities

• Handle IT incidents and service requests via phone, email, chat, and portals.
• Log, categorize, prioritize, and track tickets using ITSM tools (ServiceNow).
• Provide L1/L1.5 troubleshooting for desktops, VPN, LAN/WAN, and M365 apps.
• Monitor enterprise infrastructure and services through dashboards.
• Support Major Incident Management and bridge calls.
• Conduct impact assessments, severity classification, and post-incident reviews.
• Document incidents, meet SLAs, and close with RCA.
• Contribute to Problem Management and continuous improvement.
• Generate incident reports and KPI/SLA dashboards.

Skills

Service Desk Operations and Incident M

ITSM Tools (ServiceNow)

L1/L1.5 Troubleshooting

Network,VPN,LAN/WAN Support

Major Incident Management

ITIL Processes

Monitoring Tools (SolarWinds, Splunk)

SLA Tracking & RCA

Stakeholder Communication

Tools

Cisco SDN Network Administration

CUCM

Job description

About The Role

We are looking for a Senior Engineer – Cloud & Infrastructure Management with 3–5 years of experience in Service Desk Operations, Incident Management, and Command Center Monitoring. The role involves supporting 24x7 IT operations, coordinating critical incidents, and ensuring timely resolution of service disruptions in line with defined SLAs.

Location

Navi Mumbai

Experience

3–5 Years

Job Description

The candidate will serve as a first point of contact for IT incidents and service requests, providing L1/L1.5 troubleshooting across end-user computing, network connectivity, VPN, email, Microsoft 365, and business applications. Responsibilities also include ticket management, incident escalation, stakeholder communication, and complete resolution tracking.

The role requires active participation in Major Incident Management (MIM), bridge calls, war-room coordination, infrastructure monitoring, and post-incident reviews. The candidate will collaborate with infrastructure, application support, network, and cloud teams to maintain service reliability and operational continuity.

Key Responsibilities

• Handle IT incidents and service requests through phone, email, chat, and service portals.
• Log, categorize, prioritize, and track tickets using ITSM tools such as ServiceNow.
• Provide L1/L1.5 troubleshooting for desktops, laptops, VPN, LAN/WAN, email, M365, and business applications.
• Monitor enterprise infrastructure, applications, and services through dashboards and monitoring tools.
• Support Major Incident Management, bridge calls, war-room coordination, and escalation activities.
• Conduct impact assessments, severity classification, resolution tracking, and post-incident reviews.
• Ensure incidents are documented, resolved within SLAs, and closed with appropriate RCA.
• Monitor recurring issues and contribute to Problem Management and continuous improvement.
• Generate incident reports, service availability dashboards, and operational KPI/SLA reports.
• Ensure effective stakeholder communication and seamless shift handovers in 24x7 operations.

Required Skills

• Service Desk Operations and IT Incident Management
• ITSM tools, including ServiceNow
• L1/L1.5 troubleshooting and end-user computing support
• Network connectivity, VPN, LAN/WAN, and business application support
• Major Incident Management and incident bridge coordination
• ITIL processes: Incident, Request, Problem, and Change Management
• Monitoring tools such as SolarWinds and Splunk
• SLA tracking, service reporting, RCA, and operational documentation
• Stakeholder communication and cross-functional coordination

Mandatory Skills

• Cisco SDN Network Administration
• CUCM

Candidate Profile

The ideal candidate should have hands‑on experience in service desk support, command center monitoring, incident coordination, and ITIL‑based service management. The candidate must be comfortable working in a 24x7 operational environment and communicating effectively with technical teams, business stakeholders, and leadership.

Benefits Package

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The opportunity to work on exciting and challenging projects with leading clients