Service Desk Lead

Linedata; Mumbai; Sur place; INR 1 800 000 - 2 600 000; Plein temps

Résumé du poste

Linedata in Mumbai seeks an experienced Service Desk Lead to oversee L2/L3 operations, manage escalations and Major Incidents, and ensure SLA, queue, quality and customer experience targets are met.

You will coordinate Sev-1/Major Incidents, act as L3 escalation for Windows, M365, Citrix/VDI, VPN, SSO, and guide a team of Senior Service Desk Engineers to ensure reliable IT support across the organization.

Qualifications

• 8+ years in Enterprise Service Desk, EUC or Desktop Support; 2+ years as a Lead/L3 Escalation Engineer.
• Familiar with ITSM platforms like Freshservice, ServiceNow, Jira Service Management.
• ITIL Incident, Major Incident, Request, Problem, Change and SLA management.
• Proficient with Windows 10/11, Microsoft 365, Intune, AD/Entra ID, Citrix/VDI, VPN, SSO and MFA.
• Strong written/verbal client communication and Major Incident coordination experience.

Responsabilités

• Lead L2/L3 Service Desk operations, manage escalations and Major Incidents, and ensure SLA, queue, quality and customer-experience targets are met.
• Lead queue management, workload allocation, shift handovers, SLA/aging control and escalations.
• Act as L3 escalation for Windows, Microsoft 365, Outlook/Exchange, Teams, SharePoint, OneDrive, Intune, Citrix/VDI, VPN, SSO, endpoint and mobile issues.
• Coordinate Sev-1/Major Incidents: incident bridge, resolver mobilisation, stakeholder communication, restoration and PIR.
• Own escalated tickets through closure across application, infrastructure, network, identity and vendor teams.
• Drive ticket QA, knowledge articles, recurring-issue analysis, SLA/KPI reporting and service improvement.
• Coach and provide technical oversight to a team of Senior Service Desk Engineers.
• Coordinate backup/replication alerts, restore requests and monitoring-generated incidents with relevant resolver teams.

Connaissances

Queue management

Communication

Major Incident coordination

Escalation handling

Shift coverage

Outils

Freshservice

ServiceNow

Jira Service Management

Description du poste

About Us

WHY LINEDATA ?

Join us in shaping the fintech of tomorrow.

With more than 1,350 colleagues across 20 locations worldwide, you'll help build cutting-edge platforms and tailored services that power the daily operations of 700 leading financial institutions. As a global, multicultural company with over 45 nationalities represented and just as many languages spoken, we thrive on diverse perspectives and collaboration. Together, we tackle future-focused topics like Al and the digitalization of finance, delivering smart solutions for our customers.

Whether you're just beginning your career or are an experienced professional, Linedata offers exposure to large-scale client projects, internal mobility and opportunities to develop your skills alongside leading experts.

Service Desk Lead : L3 Escalations

Location: Mumbai / Pune

Experience: 8-10 years

Shift: Mandatory US business-hours coverage

Role

Lead L2/L3 Service Desk operations, manage escalations and Major Incidents, and ensure SLA, queue, quality and customer-experience targets are met.

Key Responsibilities

• Lead queue management, workload allocation, shift handovers, SLA/aging control and escalations.
• Act as L3 escalation for Windows, Microsoft 365, Outlook/Exchange, Teams, SharePoint, OneDrive, Intune, Citrix/VDI, VPN, SSO, endpoint and mobile issues.
• Coordinate Sev-1/Major Incidents: incident bridge, resolver mobilisation, stakeholder communication, restoration and PIR.
• Own escalated tickets through closure across application, infrastructure, network, identity and vendor teams.
• Drive ticket QA, knowledge articles, recurring-issue analysis, SLA/KPI reporting and service improvement.
• Coach and provide technical oversight to a team of Senior Service Desk Engineers.
• Coordinate backup/replication alerts, restore requests and monitoring-generated incidents with relevant resolver teams.

Required Skills

• 8+ years in Enterprise Service Desk, EUC or Desktop Support; 2+ years as a Lead/L3 Escalation Engineer.
• Freshservice, ServiceNow, Jira Service Management or comparable ITSM platform.
• ITIL Incident, Major Incident, Request, Problem, Change and SLA management.
• Windows 10/11, Microsoft 365, Intune, Active Directory/Entra ID, Citrix/VDI, VPN, RDP, SSO and MFA.
• Strong written/verbal client communication and Major Incident coordination experience.

Preferred: ITIL certification; Okta, Zscaler/ZIA, Mimecast