Systems Engineer

Global IT Operations Center - Systems Engineer (Gurugram, India)

LIXIL INDIA PVT LTD is seeking a dedicated Systems Engineer to join their Global IT Operations Center team in Gurugram, India. This is a full-time, permanent employee assignment, not a remote position, with a start date of June 2, 2025.

About the Role

As a Systems Engineer in the IMEA (India, Middle East, Africa) region, you will play a crucial role in maintaining the stability and performance of LIXIL's IT services. You will be responsible for monitoring and responding to system alarms across various IT services including Network, Server, and Cloud infrastructure on a 24x7 basis.

Key Responsibilities

• Continuously monitor system alarms from all types of IT Services (Network, Server, Cloud, etc.).
• Respond to critical and major system alarms 24x7.
• Follow documented processes and procedures to resolve common software, hardware, and network issues.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support.
• Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system.
• Provide regular and on-demand monitoring and KPI reports.
• Ensure adherence to Service Level Agreements (SLAs) and performance metrics.
• Participate in ongoing training to stay updated with new technologies and procedures.
• Collaborate with other Digital team members to ensure seamless support operations.
• Set up and maintain alarm monitoring tools and KPI dashboards under senior engineer supervision.
• Handle and resolve IT incidents and tasks related to Network, Server, and Cloud services using SOPs or KEDB.

Requirements

• Graduation or equivalent; a degree in Information Technology or a related field is a plus.
• Shift working is mandatory, 6 days a week on a rotational basis.
• Flexibility is required, including working different hours, weekends, or holidays, to provide global support coverage.
• Experience in a customer service or technical support role.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to follow documented procedures.
• Basic understanding of computer systems, networks, and software applications.
• Ability to manage multiple tasks simultaneously.
• Familiarity with ticketing systems, preferably Jira, is an advantage.
• Willingness to work shifts and weekends as necessary.
• Proficiency in Japanese, German, Spanish, or Chinese is a plus.

Qualifications

• Experience in a multi-tiered support environment.
• IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Minimum of 1-3 years of relevant working experience; fresh graduates are also encouraged to apply.