Service Desk Engineer (Onsite)

Role description

Job Role : Service Desk Engineer

Location: New York, NY(Onsite)

The Command Center acts as a centralized operational hub responsible for 24x7 monitoring incident coordination and service governance across multiple technology towers including cloud infrastructure network database applications and automation platforms.

This role ensures end to end visibility faster incident resolution and seamless coordination across crossfunctional teams.

Key Responsibilities

1. Monitoring Operations.

Monitor enterprise IT landscape across multitechnology towers Cloud Windows Linux Network Storage DB Applications.

Track jobs batch processes and dashboards in realtime

Identify anomalies and potential outages proactively

2 .Incident Management Coordination

Act as single point of contact SPOC for incidents P1 P4

Coordinate with L1 L2 L3 teams vendors and stakeholders for resolution

Ensure SLA adherence and timely escalation

Manage bridge calls during major incidents

3. Ticket Queue Management

Monitor incoming tickets and ensure proper assignment prioritization and tracking.

Validate incidents categorize issues and trigger appropriate workflows.

Ensure closure with complete documentation and RCA.

4. MultiTower Coordination

Collaborate across

Cloud DevOps

Network Security

Database SQL Oracle Multiplatform

Windows Linux environments

Monitoring Automation teams

Enable shiftleft activities and reduce dependency on L3 teams

5 . Communication Stakeholder Management

Provide realtime updates on incidents and service status

Communicate outages risks and resolutions to business stakeholders

Maintain incident communication bridges and status dashboards

6. Automation Continuous Improvement

Identify repetitive tasks and support automation initiatives

Improve response efficiency and reduce MTTR

Drive process improvements and operational excellence

7. Reporting Governance

Generate

Incident reports

SLAKPI dashboards

Shift handover reports

Support audits compliance and governance processes

Required Skills

Technical Skills

Strong understanding of Cloud platforms AWSAzure OCI

OS Windows Linux

Networking fundamentals TCP IP DNS Firewall

Database basics SQLOracle

Knowledge of monitoring tools eg ServiceNow dashboards

Familiarity with ITSM ITIL processes

Other details

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision


• Short Term and Long-Term Disability Coverage


• 401(k) Plan with Company match


• Life Insurance


• Vacation Time, Sick Leave, Paid Holidays


• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of
this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our
employment decisions are made without regard to race, color, creed, religion, sex (including
pregnancy, childbirth or related medical conditions), gender identity or expression, national origin,
ancestry, age, family-care status, veteran status, marital status, civil union status, domestic
partnership status, military service, handicap or disability or history of handicap or disability, genetic
information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation
or preference, or any other characteristic protected by applicable federal, state, or local law, except
where such considerations are bona fide occupational qualifications permitted by law.