Systems Engineer - Global IT Operations Center

IMEA (India, Middle East, Africa) India LIXIL INDIA PVT LTD Employee Assignment Not remote Full Time 2 June 2025 Systems Engineer This is a 6 day a week, and 3 shifts role. Responsibilities Continuously monitor system alarms from all kinds of IT Services such as Network, Server, Cloud etc. in LIXIL Respond to critical and major system alarms on a 24x7 basis Follow documented processes and procedures to resolve common issues related to software, hardware, and networks Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system Provide monitoring and KPI reports regularly and upon request Ensure adherence to SLAs (Service Level Agreements) and other performance metrics Participate in training and development to stay updated on new technologies and procedures Collaborate with other Digital team members to ensure seamless support operations Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers Handle and solve IT incidents related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database) Handle and solve IT tasks related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database) Graduation or equivalent; a degree in Information Technology or a related field is a plus Requirements Graduation or equivalent; a degree in Information Technology or a related field is a plus Shift working required and mandatory; 6 days a week on a rotational basis Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage Experience in customer service or technical support role Excellent communication skills, ability to explain technical concepts to non-technical users Strong problem-solving skills and the ability to follow documented procedures Basic understanding of computer systems, networks, and software applications Ability to manage multiple tasks simultaneously Familiarity with ticketing systems, preferably Jira, is an advantage Willingness to work some shifts and weekends if necessary Nice to have specialty is any of the languages (Japanese, German, Spanish and Chinese) Qualifications Experience in a multi-tiered support environment IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus Minimum 1- 3 years of Working experience / Freshers also