Systems Engineer

LIXIL INDIA PVT LTD, located in Gurugram, India, is seeking a Systems Engineer for its Global IT Operations Center, serving the IMEA region (India, Middle East, Africa).

This is a full-time, permanent employee assignment and is not remote. The start date is June 2, 2025.

Responsibilities

• Continuously monitor system alarms from various IT services including Network, Server, and Cloud within LIXIL.
• Respond to critical and major system alarms on a 24x7 basis.
• Execute documented processes and procedures to resolve common software, hardware, and network issues.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support as required.
• Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system.
• Provide regular monitoring and KPI reports, as well as ad-hoc reports upon request.
• Ensure adherence to Service Level Agreements (SLAs) and other performance metrics.
• Participate in ongoing training and development to stay current with new technologies and procedures.
• Collaborate with other Digital team members to ensure seamless support operations.
• Assist in setting up and maintaining alarm monitoring tools and KPI dashboards under the guidance of senior engineers.
• Handle and resolve IT incidents related to Network, Server, Cloud, and other IT Services by referencing SOPs or the Know Error Database (KEDB).
• Handle and execute IT tasks related to Network, Server, Cloud, and other IT Services by referencing SOPs or the Know Error Database (KEDB).

Requirements

• Graduation or equivalent is required; a degree in Information Technology or a related field is a plus.
• Shift working is mandatory, working 6 days a week on a rotational basis.
• The role requires flexibility, potentially including working different hours, weekends, or holidays, to ensure global support coverage.
• Previous experience in a customer service or technical support role is beneficial.
• 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 effectively.
• Basic understanding of computer systems, networks, and software applications.
• Ability to manage multiple tasks simultaneously.
• Familiarity with ticketing systems, with Jira being an advantage.
• Willingness to work some shifts and weekends as necessary.
• Fluency or familiarity with Japanese, German, Spanish, or Chinese languages is a desirable asset.

Qualifications

• Experience in a multi-tiered support environment is preferred.
• IT certifications such as CompTIA A+ or ITIL Foundation are considered a plus.
• Minimum of 1-3 years of working experience. Freshers are also encouraged to apply.