Description

You will administer ITSM tools and support end-to-end IT service processes, including incident, problem, change, and asset management.

This role is on-site.

Responsibilities

• Configure workflows, automation, and reporting in Zoho ManageEngine ServiceDesk Plus and ITAM.
• Oversee the IT asset lifecycle, including procurement, tracking, and disposal.
• Monitor and support security tools such as Trend Micro Deep Security and Imperva DAM.
• Handle L2-level incidents, perform root cause analysis, and optimize system performance to ensure SLA compliance.
• Guide and support L1 engineers while maintaining comprehensive documentation.

Required Skills

• Strong experience administering Zoho ManageEngine ServiceDesk Plus and ITAM.
• Deep understanding of ITIL processes for incident, change, problem, and asset management.
• Exposure to security tools like Trend Micro Deep Security and Imperva DAM.
• Proven ability in workflow automation and reporting within ITSM platforms.
• Basic understanding of IT infrastructure and security operations.
• Strong analytical and troubleshooting skills for root cause analysis.
• Effective communication and stakeholder management abilities.
• Ability to work in 24/7 enterprise support environments.

Preferred Skills

• Experience coordinating with infrastructure, security, and application teams.
• Bachelor's degree in a relevant technical field.

Key Skills

Education

Bachelor's degree