Greetings from Maneva! Job Description Job Title Incident Shift Lead Location Mumbai Experience 5 10 years Shift 24x7 rotational Work Mode Work from office ( Permanent ) Requirement: Possess indepth knowledge of IT infrastructure issues affecting end users.

Ensure all user tickets are recorded in the IT Service Desk ticketing system.

Collaborate with internal and external IT resources including L1 Engineers and thirdparty contractual IT Engineers.

Have a good understanding of ITIL processes.

Follow and implement service/incident/change management activities.

Create and maintain a knowledge database for end users and IT colleagues to prevent recurring issues.

Provide training to IT team members as needed.

Manage IT hardware and software inventory across all locations with support from L1 Engineers.

Maintain records of IT AMCs (Annual Maintenance Contracts) and services.

Maintain necessary documentation of IT infrastructure equipments as needed.

Escalate issues to senior IT management if unresolved within the defined SLA (Service Level Agreement).

Ensure backup and restoration procedures are followed by L1 Engineers at regular intervals.

Qualifications: Proven experience in managing IT support operations.

Indepth knowledge of IT infrastructure and enduser issues.

Strong understanding of ITIL processes.

Excellent incident management and problemsolving skills.

Ability to create and manage a knowledge database.

Experience in providing training to staff.

Proficiency in managing IT hardware and software inventory.

Familiar in maintaining IT infrastructure documentation.

Strong escalation management abilities.

Knowledge of backup and restoration procedures.

End user support and service desk.

Support is provided to in house staff and JWCC / NMACC guests.

Network (OR) Cyber security and Voice.

These Team handles large Network infrastructure containing numerous Cisco Switches Routers Access points a IP phones Cameras and other BMS devices.

Server and Data center operations.

Responsible for Server management and maintenance of IT rooms and data center.

Application support.

Responsible for supporting various applications used at the center used with POS etc.

Event Support.

Responsible for IT deliverables for the events at the center.

Asset Management.

Manages large IT assets and inventory for the centre.

Skills: Excellent communication and interpersonal skills.

Strong organizational and multitasking abilities.

Proactive approach to problemsolving.

Ability to work collaboratively with a diverse team.

Attention to detail and commitment to quality.

Education Bachelors degree in Information Technology Computer Science or a related field.

MCA (IT) (OR) BE (OR) B.

Tech (OR) ME (OR) MSC(IT) (OR) BSC(IT) (OR) BCA.

If you are excited to grab this opportunity please apply directly or share your CV at and