Lead IT Ops & Incident Response Analyst

genpact; Hyderabad City Taluka; On-site; PKR 2,750,000 - 3,500,000; Full time

Job summary

A leading consulting firm in Pakistan is seeking a Lead Consultant - IT OPS Sr Analyst AP to manage incident resolution and provide excellent customer support. The role involves troubleshooting software and hardware issues, preparing reports, and maintaining service levels. Candidates should have service desk experience and be familiar with the ITIL framework. This position offers the opportunity to work in a dynamic IT environment.

Qualifications

• Experience in service desk PC software and hardware support.
• Familiarity with ITIL framework.

Responsibilities

• Manage incident registrations, routing, tracking, and closure.
• Troubleshoot operating systems and applications.
• Prepare daily reports and update ticketing management software.
• Maintain service level agreements on all tickets.

Skills

Incident Management

Troubleshooting

Customer Support

Knowledge Management

Communication

Job description

A leading consulting firm in Pakistan is seeking a Lead Consultant - IT OPS Sr Analyst AP to manage incident resolution and provide excellent customer support. The role involves troubleshooting software and hardware issues, preparing reports, and maintaining service levels. Candidates should have service desk experience and be familiar with the ITIL framework. This position offers the opportunity to work in a dynamic IT environment.