mindcurv Looking for 1st Level Operations Engineer-Service Desk at Kochi, Kerala Full Time

We help our customers rethink their digital business, experiences, and technology to navigate the new digital reality. We do this by designing sustainable and accountable solutions for humans living in a digital world. Mindcurv holistically covers the market’s need to digitize business processes and customer experiences and take advantage of the cloud following DevOps and agile principles.

Within our Cloud Infrastructure department, we apply an agile approach to provide true on-demand cloud computing. We implement on cloud, on premise and hybrid global infrastructures using automation techniques and infrastructure-as-code.

Your role

Support multiple clients by monitoring their applications 24x7x365

Client interaction – via chat/email/call

L1 ticket triage and resolution with respect to incidents & Service requests

Alert monitoring

Respond to incidents, service requests, and support on minor charges

Escalate to the Level 2 and Level 3 engineers

Review and manage tickets from various projects and also clients/stakeholders

Require persistence, follow-up, effective communication and good customer service

Use internal service desk system to enter and track requests, status, updates, resolution and generate report using them

Perform system administration related to account creation, deletion and maintaining the catalog of access profiles

Demonstrate ability to deliver the work within the defined SLA

Work closely with team members to ensure procedures and escalations are followed and proactive communication occurs

Support in minor changes and deployments.

Manage service requests.

Willing to work in shifts that are rotated regularly including public holidays.

Who you are:
A year’s experience working in a service desk role in a global 24×7 IT Operations environment.

Strong interpersonal skills required for effectively communicating with project teams and stakeholders.

Familiar with ITIL Incident Management processes.

Understand basic networking concepts

Exhibit excellent teamwork, focus on customer service and strong communication/documentation skills

Able to multitask under pressure from time critical events

Has a strong desire to learn and work with targets

Good problem solving skills

Some understanding of ticketing tools eg: Jira/service now

What do we offer you?

Perks, like drinks and snacks, pizza sessions, gaming nights and sensational parties, a pension scheme and a great salary, we’ve got them all.

And if you crave an intellectual challenge, Mindcurv has you covered. Interesting projects involving the latest, hyper innovative tech. An agile, entrepreneurial environment, with lots of freedom and no politics. Work-life balance, a culture of transparency and a management team with their ears to the ground.

As we typically are the trailblazers and innovators, we’re working Remote First. A hybrid way of working in which you can work from home. You just come into one of our offices in Essen, Cologne, Düsseldorf, Munich, Frankfurt a.M., Hamburg or Jena when it adds value to be on-site. Looking for a glance behind the scenes? Check this blog.

Our high performers

You know who really thrive with us? Self-starters, team-players and continuous learners, with an uncanny ability to handle ambiguity. We’ll equip you with everything you need to succeed, help you explore the length and breadth of your domain and provide you with constant growth opportunities, to enrich your career.

Ready for change?

Are you ready for the next step in your career? For a role in which you can be fully yourself and bring out the best? In yourself, your colleagues and your clients? Don’t wait any longer and apply for this job right now.

About Mindcurv

At Mindcurv, we shape the future of digital. We help our customers rethink their digital business, experiences, and technology to navigate the new digital reality. By designing sustainable and accountable solutions for humans living in a digital world. By taking ownership, being proactive and pragmatic.

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