Role Summary
Sopra Steria is hiring a ServiceDesk & Monitoring Engineer for its Noida operations. In this role, you will provide Level 1 technical service desk and infrastructure monitoring support for global internal and external clients across a 24x7 operational model. Operating within strict ITIL SLA guidelines, you will monitor cloud and enterprise environments, execute operational runbooks, perform initial incident triage, and manage release/rollback deployment steps.
Key Responsibilities
- Level 1 Incident & Request Triage: Triage, resolve, and manage incidents, service requests, outages, and alerts via phone, chat, email, and ServiceNow.
- Infrastructure & Application Monitoring: Conduct 24x7 proactive monitoring across enterprise servers, applications, databases, and cloud services using observability tools.
- Runbook Execution & Deployments: Execute routine recovery procedures, operational runbooks, software deployments, and initial rollback activities.
- Escalation & Major Incident Support: Escalate complex technical bottlenecks to L2/L3 teams with diagnostic logs and support Major Incident Management communications during outages.
- Compliance & Process Improvement: Ensure adherence to ITIL frameworks, security protocols, and audit controls while contributing to automation and operational runbook improvements.
Key Qualifications
- Education: Bachelor's degree in any stream (Graduation required).
- Experience: 1 to 2 years of relevant hands-on experience in an IT Service Desk, NOC, or Infrastructure Monitoring environment.
- OS & Endpoint Management: Working knowledge of Windows OS, Microsoft 365, Entra ID (Azure AD), VPN configurations, Microsoft Intune, and SCCM.
- Monitoring & ITSM Stack: Hands-on exposure to ITSM ticketing tools (ServiceNow) and monitoring platforms like SolarWinds, Zabbix, Grafana, Splunk, or Azure Monitor.
- Cloud & Core Concepts: Fundamentals of Azure/AWS, networking, server platforms, databases, and continuous delivery deployment cycles.
- Operational Willingness: Strong problem-solving mindset and full adaptability to a fast-paced 24x7 rotational shift environment.
About Sopra Steria
Sopra Steria is a European technology leader with 51,000 employees across nearly 30 countries. Generating €5.6 billion in revenues, Sopra Steria delivers end-to-end consulting, cloud modernization, and digital infrastructure services worldwide.