11+ Service Desk Management Jobs in India

Overview

Adesso India specialises in optimization of core business processes for organizations. Our focus is on providing state-of-the-art solutions that streamline operations and elevate productivity to new heights.

Comprised of a team of industry experts and experienced technology professionals, we ensure that our software development and implementations are reliable, robust, and seamlessly integrated with the latest technologies. By leveraging our extensive knowledge and skills, we empower businesses to achieve their objectives efficiently and effectively.

Job Description

We are seeking a skilled DevOps Service Desk Specialist to join our global DevOps team. As a DevOps Service Desk Specialist, you will be responsible for managing service desk operations, system monitoring, troubleshooting, and supporting automation workflows to ensure operational stability and excellence for enterprise IT projects. You will be providing 24/7 support for critical application environments for industry leaders in the automotive industry. 

Responsibilities:

Incident Management: Monitor and respond to tickets raised by the DevOps team or end-users. 

Support users with prepared troubleshooting Maintain detailed incident logs, track SLAs, and prepare root cause analysis reports.

Change & Problem Management: Support scheduled changes, releases, and maintenance activities. Assist in identifying and tracking recurring issues. 

Documentation & Communication: Maintain process documentation, runbooks, and knowledge base articles. Provide regular updates to stakeholders on incidents and resolutions. 

On-Call Duty: staffing of a 24/7 on-call service, handling of incidents outside normal office hours, escalation to and coordination with the onsite team, customers and 3rd parties where necessary.

Tool & Platform Support: Manage and troubleshoot CI/CD tools (e.g., Jenkins, GitLab), container platforms (e.g., Docker, Kubernetes), and cloud services (e.g., AWS, Azure).

Requirements:

Technical experience in Java Enterprise environment as developer or DevOps specialist.

Familiarity with DevOps principles and ticketing tools like ServiceNow.

Strong analytical, communication, and organizational abilities. Easy to work with.

Strong problem-solving, communication, and ability to work in a fast-paced 24/7 environment.

Optional: Experience with our relevant business domain (Automotive industry). Familiarity with IT process frameworks SCRUM, ITIL. 

Skills & Requirements

Java Enterprise, DevOps, Service Desk, Incident Management, Change Management, Problem Management, System Monitoring, Troubleshooting, Automation Workflows, CI/CD, Jenkins, GitLab, Docker, Kubernetes, AWS, Azure, ServiceNow, Root Cause Analysis, Documentation, Communication, On-Call Support, ITIL, SCRUM, Automotive Industry.

Responsibilities

 Provisioning and de-provisioning AWS accounts for internal customers

 Work alongside systems and development teams to support the transition and operation of client websites/applications in and out of AWS.

 Deploying, managing, and operating AWS environments

 Identifying appropriate use of AWS operational best practices

 Estimating AWS costs and identifying operational cost control mechanisms

 Keep technical documentation up to date

 Proactively keep up to date on AWS services and developments

 Create (where appropriate) automation, in order to streamline provisioning and de-provisioning processes

 Lead certain data/service migration projects

Job Requirements

 Experience provisioning, operating, and maintaining systems running on AWS

 Experience with Azure/AWS.

 Capabilities to provide AWS operations and deployment guidance and best practices throughout the lifecycle of a project

 Experience with application/data migration to/from AWS

 Experience with NGINX and the HTTP protocol.

 Experience with configuration and management software such as GIT  Strong analytical and problem-solving skills

 Deployment experience using common AWS technologies like VPC, and regionally distributed EC2 instances, Docker, and more.

 Ability to work in a collaborative environment

 Detail-oriented, strong work ethic and high standard of excellence

 A fast learner, the Achiever, sets high personal goals

 Must be able to work on multiple projects and consistently meet project deadlines

DESIRED SKILLS AND EXPERIENCE

 Strong analytical and problem-solving skills

 Ability to work independently, learn quickly and be proactive

 3-5 years overall and at least 1-2 years of hands-on experience in designing and managing DevOps Cloud infrastructure

 Experience must include a combination of:

o Experience working with configuration management tools – Ansible, Chef, Puppet, SaltStack (expertise in at least one tool is a must)

o Ability to write and maintain code in at least one scripting language (Python preferred)

o Practical knowledge of shell scripting

o Cloud knowledge – AWS, VMware vSphere o Good understanding and familiarity with Linux

o Networking knowledge – Firewalls, VPNs, Load Balancers

o Web/Application servers, Nginx, JVM environments

o Virtualization and containers - Xen, KVM, Qemu, Docker, Kubernetes, etc.

o Familiarity with logging systems - Logstash, Elasticsearch, Kibana

o Git, Jenkins, Jira

Implementation Engineer

Implementation Engineer Duties and Responsibilities

• Understanding requirements from internal consumers about program functionality.
• Perform UAT tests on application with help of test cases and prepare documents for same and coordinate with team to resolve all issues within required timeframe and inform management of any delays.
• Collaborate with development team to design new programs for all client implementation activities and manage all communication with department to resolve all issues and assist implementation analyst to manage all production data.
• Perform research on all client issues and document all findings and implement all technical activities with help of JIRA.
• Assist internal teams to monitor all software implementation lifecycle and assist to track appropriate customization to all software for clients.
• Train technical staff on all OS and software issues and identify all issues in processes and provide solutions for same. Train other team members on processes, procedures, API functionality, and development specifications.
• Supervise/support crossed-functional teams to design, test and deploy to achieve on-time project completion.
• Implement, configure, and debug MySQL, JAVA, Redis, PHP, Node, ActiveMQ setups.
• Monitor and troubleshoot infrastructure utilizing SYSLOG, SNMP and other monitoring software.
• Install, configure, monitor and upgrade applications during installation/upgrade activities.
• Assisting team to identify network issue and help them with respective resolutions.
• Utilize JIRA for issue reporting, status, activity planning, tracking and updating project defects and tasks.
• Managing JIRA and tracking tickets to closure and follow-ups with team members.
• Troubleshoot software issues
• Provide on-call support as necessary

Implementation Engineer Requirements and Qualifications

• Bachelor’s degree in computer science, software engineering, or a related field
• Experience working with
• Linux & Windows Operating system
• Working on shell and bat scripts
• SIP/ISUP based solutions
• deploying / debugging Java, C++ based solutions.
• MySQL to install, backup, update and retrieve data
• Front-end or back-end software development for LINUX
• database management and security a plus
• Very good debugging and analytical skills
• Good Communication skills

Mactores is a trusted leader among businesses in providing modern data platform solutions. Since 2008, Mactores have been enabling businesses to accelerate their value through automation by providing End-to-End Data Solutions that are automated, agile, and secure. We collaborate with customers to strategize, navigate, and accelerate an ideal path forward with a digital transformation via assessments, migration, or modernization.

We are looking for a DevOps Engineer with expertise in infrastructure as a code, configuration management, continuous integration, continuous deployment, automated monitoring for big data workloads, large enterprise applications, customer applications, and databases.

You will have hands-on technology expertise coupled with a background in professional services and client-facing skills. You are passionate about the best practices of cloud deployment and ensuring the customer expectation is set and met appropriately. If you love to solve problems using your skills, then join the Team Mactores. We have a casual and fun office environment that actively steers clear of rigid "corporate" culture, focuses on productivity and creativity, and allows you to be part of a world-class team while still being yourself.

What you will do?

• Automate infrastructure creation with Terraform, AWS Cloud Formation
• Perform application configuration management, and application-deployment tool enabling infrastructure as code.
• Take ownership of the Build and release cycle of the customer project.
• Share the responsibility for deploying releases and conducting other operations maintenance.
• Enhance operations infrastructures such as Jenkins clusters, Bitbucket, monitoring tools (Consul), and metrics tools such as Graphite and Grafana.
• Provide operational support for the rest of the Engineering team help migrate our remaining dedicated hardware infrastructure to the cloud.
• Establish and maintain operational best practices.
• Participate in hiring culturally fit engineers in the organization, help engineers make their career paths by consulting with them.
• Design the team strategy in collaboration with founders of the organization.

What are we looking for?

• 4+ years of experience in using Terraform for IaaC
• 4+ years of configuration management and engineering for large-scale customers, ideally supporting an Agile development process.
• 4+ years of Linux or Windows Administration experience.
• 4+ years of version control systems (git), including branching and merging strategies.
• 2+ Experience in working with AWS Infrastructure, and platform services.
• 2+ Experience in cloud automation tools (Ansible, Chef).
• Exposure to working on container services like Kubernetes on AWS, ECS, and EKS
• You are extremely proactive at identifying ways to improve things and to make them more reliable.

You will be preferred if

• Expertise in multiple cloud services provider: Amazon Web Services, Microsoft Azure, Google Cloud Platform
• AWS Solutions Architect Professional or Associate Level Certificate
• AWS DevOps Professional Certificate

Life at Mactores

We care about creating a culture that makes a real difference in the lives of every Mactorian. Our 10 Core Leadership Principles that honor Decision-making, Leadership, Collaboration, and Curiosity drive how we work.

1. Be one step ahead

2. Deliver the best

3. Be bold

4. Pay attention to the detail

5. Enjoy the challenge

6. Be curious and take action

7. Take leadership

8. Own it

9. Deliver value

10. Be collaborative

We would like you to read more details about the work culture on https://mactores.com/careers 

The Path to Joining the Mactores Team

At Mactores, our recruitment process is structured around three distinct stages:

Pre-Employment Assessment: 

You will be invited to participate in a series of pre-employment evaluations to assess your technical proficiency and suitability for the role.

Managerial Interview: The hiring manager will engage with you in multiple discussions, lasting anywhere from 30 minutes to an hour, to assess your technical skills, hands-on experience, leadership potential, and communication abilities.

HR Discussion: During this 30-minute session, you'll have the opportunity to discuss the offer and next steps with a member of the HR team.

At Mactores, we are committed to providing equal opportunities in all of our employment practices, and we do not discriminate based on race, religion, gender, national origin, age, disability, marital status, military status, genetic information, or any other category protected by federal, state, and local laws. This policy extends to all aspects of the employment relationship, including recruitment, compensation, promotions, transfers, disciplinary action, layoff, training, and social and recreational programs. All employment decisions will be made in compliance with these principles.

Roles and Responsibilities:

• Gather and analyse cloud infrastructure requirements

• Automating system tasks and infrastructure using a scripting language (Shell/Python/Ruby

preferred), with configuration management tools (Ansible/ Puppet/Chef), service registry and

discovery tools (Consul and Vault, etc), infrastructure orchestration tools (Terraform,

CloudFormation), and automated imaging tools (Packer)

• Support existing infrastructure, analyse problem areas and come up with solutions

• An eye for monitoring – the candidate should be able to look at complex infrastructure and be

able to figure out what to monitor and how.

• Work along with the Engineering team to help out with Infrastructure / Network automation needs.

• Deploy infrastructure as code and automate as much as possible

• Manage a team of DevOps

Desired Profile:

• Understanding of provisioning of Bare Metal and Virtual Machines

• Working knowledge of Configuration management tools like Ansible/ Chef/ Puppet, Redfish.

• Experience in scripting languages like Ruby/ Python/ Shell Scripting

• Working knowledge of IP networking, VPN's, DNS, load balancing, firewalling & IPS concepts

• Strong Linux/Unix administration skills.

• Self-starter who can implement with minimal guidance

• Hands-on experience setting up CICD from SCRATCH in Jenkins

• Experience with Managing K8s infrastructure

Job Description

Intuitive is the fastest growing top-tier Cloud Solutions and Services company supporting Global Enterprise Customer across Americas, Europe and Middle East.

Intuitive is looking for highly talented hands on Cloud Infrastructure Architects to help accelerate our growing Professional Services consulting Cloud & DevOps practice. This is an excellent opportunity to join Intuitive’s global world class technology teams, working with some of the best and brightest engineers while also developing your skills and furthering your career working with some of the largest customers.

Key Responsibilities and Must-have skills:

• Lead the pre-sales (25%) to post-sales (75%) efforts building Public/Hybrid Cloud solutions working collaboratively with Intuitive and client technical and business stakeholders
• Be a customer advocate with obsession for excellence delivering measurable success for Intuitive’s customers with secure, scalable, highly available cloud architecture that leverage AWS Cloud services
• Experience in analyzing customer's business and technical requirements, assessing existing environment for Cloud enablement, advising on Cloud models, technologies and risk management strategies
• Apply creative thinking/approach to determine technical solutions that further business goals and align with corporate technology strategies
• Extensive experience building Well Architected solutions in-line with AWS cloud adoption framework (DevOps/DevSecOps, Database/Data Warehouse/Data Lake, App Modernization/Containers, Security, Governance, Risk, Compliance, Cost Management and Operational Excellence)
• Experience with application discovery preferably with tools like Cloudscape, to discover application configurations , databases, filesystems, and application dependencies
• Experience with Well Architected Review, Cloud Readiness Assessments and defining migration patterns (MRA/MRP) for application migration e.g. Re-host, Re-platform, Re-architect etc
• Experience in architecting and deploying AWS Landing Zone architecture with CI/CD pipeline
• Experience on architecture, design of AWS cloud services to address scalability, performance, HA, security, availability, compliance, backup and DR, automation, alerting and monitoring and cost
• Hands-on experience in migrating applications to AWS leveraging proven tools and processes including migration, implementation, cutover and rollback plans and execution
• Hands-on experience in deploying various AWS services e.g. EC2, S3, VPC, RDS, Security Groups etc. using either manual or IaC, IaC is preferred
• Hands-on Experience in writing cloud automation scripts/code such as Ansible, Terraform, CloudFormation Template (AWS CFT) etc.
• Hands-on Experience with application build/release processes CI/CD pipelines
• Deep understanding of Agile processes (planning/stand-ups/retros etc), and interact with cross-functional teams i.e. Development, Infrastructure, Security, Performance Engineering, and QA

Additional Requirements:

• Work with Technology leadership to grow the Cloud & DevOps practice. Create cloud practice collateral
• Work directly with sales teams to improve and help them drive the sales for Cloud & DevOps practice
• Assist Sales and Marketing team in creating sales and marketing collateral
• Write whitepapers and technology blogs to be published on social media and Intuitive website
• Create case studies for projects successfully executed by Intuitive delivery team
• Conduct sales enablement sessions to coach sales team on new offerings
• Flexibility with work hours supporting customer’s requirement and collaboration with global delivery teams
• Flexibility with Travel as required for Pre-sales/Post-sales, Design workshops, War-room Migration events and customer meetings
• Strong passion for modern technology exploration and development
• Excellent written, verbal communication skills, presentation, and collaboration skills - Team leadership skills
• Experience with Multi-cloud (Azure, GCP, OCI) is a big plus
• Experience with VMware Cloud Foundation as well as Advanced Windows and Linux Engineering is a big plus
• Experience with On-prem Data Engineering (Database, Data Warehouse, Data Lake) is a big plus

1. Develop and Deploy Software:
1. Architect and create an effective build and release process using industry best practices and tools
2. Create and manage build scripts to deploy software in a multi-cloud environment
3. Look for opportunities to automate as much of the deployment process as possible to provide for repeatability, auditability, scalability and build in process enforcement
2. Manage Release Schedule:
1. Act as a “gate keeper” for all releases into production
2. Work closely with business stakeholders, development managers and developers to prepare a release schedule
3. Help prioritize deployment requests for version upgrades, patches and hot-fixes
3. Continuous Delivery of Software:
1. Implement Continuous Integration (CI) practices to drive development teams to implement smaller changes and commit code to the version control repo frequently
2. Implement Continuous Development (CD) practices that automates deployment of the application to several environments – Dev, Test and Production
3. Implement Continuous Testing (functional and non-functional) to execute tests in the CI/CD pipeline
4. Manage Version Control:
1. Define and implement branching policies to efficiently manage source-code
2. Implement business rules as a part of source control standards
5. Resolve Software Issues:
1. Assist technical support and development teams to troubleshoot issues and identify areas that need improvement
2. Address deployment related issues
6. Maintain Release Documentation:
1. Maintain release notes (features available in stable versions and known issues) and other documents for both internal and external end users

Job description

The role requires you to design development pipelines from the ground up, Creation of Docker Files,  design and operate highly available systems in AWS Cloud environments. Also involves Configuration Management, Web Services Architectures, DevOps Implementation, Database management, Backups, and Monitoring.

Key responsibility area
- Ensure reliable operation of CI/CD pipelines
- Orchestrate the provisioning, load balancing, configuration, monitoring and billing of resources in the cloud environment in a highly automated manner
- Logging, metrics and alerting management.
- Creation of Bash/Python scripts for automation
- Performing root cause analysis for production errors.

Requirement
- 2 years experience as Team Lead.
- Good Command on kubernetes.
- Proficient in Linux Commands line and troubleshooting.
- Proficient in AWS Services. Deployment, Monitoring and troubleshooting applications in AWS.
- Hands-on experience with CI tooling preferably with Jenkins. 
- Proficient in deployment using Ansible.
- Knowledge of infrastructure management tools (Infrastructure as cloud) such as terraform, AWS cloudformation etc.
- Proficient in deployment of applications behind load balancers and proxy servers such as nginx, apache. 
- Scripting languages: Bash, Python, Groovy.
- Experience with Logging, Monitoring, and Alerting tools like ELK(Elastic-search, Logstash, Kibana), Nagios. Graylog, splunk Prometheus, Grafana is a plus.

Must Have:
Linux, CI/CD(Jenkin), AWS, Scripting(Bash,shell Python, Go), Ngnix, Docker.

Good to have
Configuration Management(Ansible or similar tool), Logging tool( ELK or similar), Monitoring tool(Ngios or similar), IaC(Terraform, cloudformation).