Helpdesk Analyst-ITIL
On-siteBengaluru, Karnataka, India
Job Summary
Provide expert-level technical support and lead resolution of complex issues, acting as the technical authority and escalation point for the team. Collaborate across teams to drive operational excellence, document solutions and processes, and mentor junior staff while leading team operations and performance. Conduct advanced troubleshooting and root cause analysis, utilizing deep knowledge in networking, cloud, OS, databases, or security. Drive process improvements, automation, and technology adoption within ITIL frameworks for incident, problem, and change management. Manage project and stakeholder requirements with strategic decision-making and reporting skills. Work from office in a rotational shift at an NTT DATA office in Bangalore, supporting enterprise-scale AI and digital infrastructure clients.
Required Qualifications
- Expert-level technical support and lead resolution of complex issues
- Act as a technical authority and escalation point for the team
- Collaborate across teams to drive operational excellence and service quality
- Document solutions, processes, and contribute to knowledge sharing
- Mentor and guide junior staff; lead team operations and performance
- Drive process improvements, automation, and technology adoption
- Advanced troubleshooting and root cause analysis
- Deep knowledge in one or more domains: networking, cloud, OS, databases, security
- Experience with ticketing systems (e.g., ServiceNow)
- Strong documentation skills for SOPs and knowledge base
- Familiarity with ITIL processes: incident, problem, change management
- Team management, task delegation, and performance tracking
- Strategic thinking and decision-making
- Project and stakeholder management
- Excellent communication and reporting skills
- Ability to coach, mentor, and resolve team conflicts
- Working from office, rotational shift
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