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 complete reports and dashboards for multiple clients in various ITSM tools

3. Team & Operational Support

- Work cl...