Service Desk Specialist-GAD

Service Desk Specialist-GAD

Job Description

Job Title: Service Desk SpecialistLocation: Pune, Kochi, or ChennaiExperience: 3+ yearsJob Type: Full-TimeWork Mode: WFO  
Role Overview:
We are looking for a proactive and technically skilled as Service Desk Specialist to join our growing team. The ideal candidate will have hands-on experience in managing CI/CD tools, container platforms, and cloud services, with a strong foundation in Java Enterprise environments. This role plays a crucial part in ensuring system stability, managing incidents, supporting users, and maintaining high service quality in a 24/7 operational setup.  
Mandatory Skills :

Experience in Java Enterprise Environment (as Developer or DevOps Specialist)

Hands-on experience with CI/CD tools (e.g., Jenkins, GitLab)

Proficiency in container platforms (e.g., Docker, Kubernetes)

Cloud services knowledge (e.g., AWS, Azure)

Incident Management and Troubleshooting

Experience with ticketing systems (e.g., ServiceNow or similar)

Understanding of DevOps principles and best practices

Key Responsibilities:

Incident Management:

Monitor and respond to incidents and service tickets raised by the DevOps team or end-users.

Provide user support using pre-defined troubleshooting steps.

Maintain detailed logs of all incidents, track resolution times as per SLAs, and prepare root cause analysis reports.

Change & Problem Management:

Assist with scheduled changes, releases, and system maintenance activities.

Support identification and tracking of recurring problems to support long-term resolution efforts.

Documentation & Communication:

Maintain up-to-date process documentation, runbooks, and knowledge base articles.

Provide clear and timely updates to stakeholders regarding ongoing incidents and resolutions.

On-Call Duty:

Participate in a 24/7 on-call support rotation.

Handle critical incidents outside of regular business hours.

Escalate and coordinate with on-site teams, customers, and third-party vendors when needed.

Tool & Platform Support:

Manage and troubleshoot CI/CD pipelines (e.g., Jenkins, GitLab).

Support containerization platforms such as Docker and Kubernetes.

Monitor and troubleshoot issues related to cloud infrastructure (e.g., AWS, Azure).

Required Skills & Qualifications:

Solid technical background in Java Enterprise environments, either as a developer or DevOps engineer.

Experience with DevOps practices and tools, particularly ticketing systems like ServiceNow.

Strong analytical thinking, organizational skills, and effective communication abilities.

Ability to remain calm and effective in a fast-paced, 24/7 operational environment.

Preferred Qualifications:

Familiarity with IT process frameworks such as ITIL and Agile/SCRUM methodologies.

Domain knowledge in the Automotive industry is a plus. 

Experience Level

Mid Level