Role description
Job Role : Service Desk Engineer
Location: New York, NY(Onsite)
The Command Center acts as a centralized operational hub responsible for 24x7 monitoring incident coordination and service governance across multiple technology towers including cloud infrastructure network database applications and automation platforms.
This role ensures end to end visibility faster incident resolution and seamless coordination across crossfunctional teams.
Key Responsibilities
1. Monitoring Operations.
Monitor enterprise IT landscape across multitechnology towers Cloud Windows Linux Network Storage DB Applications.
Track jobs batch processes and dashboards in realtime
Identify anomalies and potential outages proactively
2 .Incident Management Coordination
Act as single point of contact SPOC for incidents P1 P4
Coordinate with L1 L2 L3 teams vendors and stakeholders for resolution
Ensure SLA adherence and timely escalation
Manage bridge calls during major incidents
3. Ticket Queue Management
Monitor incoming tickets and ensure proper assignment prioritization and tracking.
Validate incidents categorize issues and trigger appropriate workflows.
Ensure closure with complete documentation and RCA.
4. MultiTower Coordination
Collaborate across
Cloud DevOps
Network Security
Database SQL Oracle Multiplatform
Windows Linux environments
Monitoring Automation teams
Enable shiftleft activities and reduce dependency on L3 teams
5 . Communication Stakeholder Management
Provide realtime updates on incidents and service status
Communicate outages risks and resolutions to business stakeholders
Maintain incident communication bridges and status dashboards
6. Automation Continuous Improvement
Identify repetitive tasks and support automation initiatives
Improve response efficiency and reduce MTTR
Drive process improvements and operational excellence
7. Reporting Governance
Generate
Incident reports
SLAKPI dashboards
Shift handover reports
Support audits compliance and governance processes
Required Skills
Technical Skills
Strong understanding of Cloud platforms AWSAzure OCI
OS Windows Linux
Networking fundamentals TCP IP DNS Firewall
Database basics SQLOracle
Knowledge of monitoring tools eg ServiceNow dashboards
Familiarity with ITSM ITIL processes
Skills
Mandatory Skills : Servicedesk
Other details
Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
Benefits and Perks:
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $55,000.00 to $75,000.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
