Key Responsibilities

1. ITSM Tool Support .

• Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, ServiceNow ITSM and ITOM modules .
• Expertise in workflow automation, integration, and monitoring techniques .
• Assist in managing the ITSM platform for incident, request, problem, change tickets
• Ensure tickets are properly logged, categorized, and updated
• Support basic workflow processes and follow ITIL guidelines
• Help maintain system data accuracy and assist in building dashboard and report generation

2. Ticket & SLA Support

• Monitor assigned tickets and ensure timely resolution within SLA timelines
• Escalate critical or delayed tickets to senior team members
• Assist in tracking ticket status, backlog, and resolution updates
• Support preparation of c...