Systems Engineer - Global IT Operations Center

Overview

Monitor IT alarms, resolve incidents, and support LIXIL systems in a 24x7 shift environment.

Key Responsibilities

• alarm monitoring
• kpi dashboard
• incident escalation
• 24x7 response
• ticketing
• sla management

Tasks

-Ensure adherence to SLAs (Service Level Agreements) and other performance metrics -Continuously monitor system alarms from all kinds of IT devices in LIXIL -Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed -Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers -Respond to critical and major system alarms on a 24x7 basis -Provide monitoring and KPI reports regularly and upon request -Participate in training and development to stay updated on new technologies and procedures -Handle and solve IT simple incidents by referring SOPs or KEDB (Know Error Database) -Follow documented processes and procedures to resolve common issues related to software, hardware, and networks -Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system -Collaborate with other Digital team members to ensure seamless support operations -Handle and solve IT simple tasks by referring SOPs or KEDB (Know Error Database)

Requirements

• jira
• comptia a+
• itil
• communication
• problem solving
• 1-3 years

What You Bring

-Ability to manage multiple tasks simultaneously -Familiarity with ticketing systems, preferably Jira, is an advantage -Please note that this position requires working in Shifts -Excellent communication skills, ability to explain technical concepts to non-technical users -IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus -Basic understanding of computer systems, networks, and software applications -Willingness to work some shifts and weekends if necessary -Experience in a customer service or technical support role -High school diploma or equivalent; a degree in Information Technology or a related field is a plus -Strong problem-solving skills and the ability to follow documented procedures -Minimum 1- 3 years of Working experience / Freshers having relevant IT Certifications (e.g. CompTIA A+, ITIL Foundation) -Experience in a multi-tiered support environment

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About Lixil

-Designs and builds everything from faucets, toilets, kitchens, doors, and windows to complete curtain walls. -Growth fueled by acquisitions of Permasteelisa, American Standard, and GROHE, expanding its global presence. -Products featured in iconic structures such as The Shard, Sydney Opera House, and IFC Hong Kong. -Partners on innovative projects ranging from smart-home sensors to reinvented household toilets. -Brand lineup includes INAX, GROHE, and DXV, blending heritage, design, and innovation.

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