We are seeking an IT Monitoring & Service Desk Engineer responsible for managing ServiceNow ticket queues and monitoring IT infrastructure through ManageEngine OpManager. The role involves incident triage, alert monitoring, basic troubleshooting, SLA tracking, and coordination with technical teams to ensure timely incident resolution and service availability.
Key Responsibilities
- Monitor and manage the ServiceNow ticket queue, including incident logging, triage, assignment, prioritization, and escalation.
- Track ticket status, pending requests, backlogs, and SLA compliance to ensure timely resolution.
- Maintain accurate ticket documentation, updates, and communication with users and resolver teams.
- Monitor network devices, servers, and IT infrastructure using ManageEngine OpManager.
- Identify, investigate, and acknowledge monitoring alerts, infrastructure outages, and performance issues.
- Perform initial troubleshooting and escalate critical incidents to the relevant technical teams.
- Create and update ServiceNow incidents based on actionable alerts generated through OpManager.
- Follow up on open incidents until resolution and verify service recovery.
- Prepare daily monitoring reports, incident summaries, and shift handover updates.
- Ensure compliance with ITIL processes, incident management procedures, and escalation guidelines.
Required Skills & Qualifications
- Hands-on experience with ServiceNow ticket management, incident logging, and queue triage.
- Working knowledge of ManageEngine OpManager or similar infrastructure monitoring tools.
- Basic understanding of networking concepts, servers, and IT infrastructure.
- Knowledge of incident management, SLA monitoring, ticket prioritization, and escalation procedures.
- Familiarity with ITIL processes and service desk operations.
- Strong communication, documentation, coordination, and problem-solving skills.
