Systems Engineer - Global IT Operations Center

Overview

Monitor IT system alarms, resolve incidents, and support 24x7 operations in shift role.

Key Responsibilities

• alarm monitoring
• kpi reporting
• ticketing
• sla management
• incident escalation
• tool setup

Tasks

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

Requirements

• problem solving
• communication
• jira
• comptia a+
• itil
• shift work

What You Bring

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

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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.

Sector Specialisms