Systems Engineer - Global IT Operations Center

IMEA (India, Middle East, Africa)

India

LIXIL INDIA PVT LTD

Employee Assignment

Not remote

Full Time

2 June 2025

Lixil India is Hiring for System Engineers - Global IT Operations Center at Gurgaon Location

This Position Will Be Responsible For

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

• High school diploma or equivalent; a degree in Information Technology or a related field is a plus
• Experience in a customer service or technical support role
• Excellent communication skills, 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 some shifts and weekends if necessary
• Experience in a multi-tiered support environment
• IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus
• Minimum 1- 3 years of Working experience / Freshers having relevant IT Certifications (e.g. CompTIA A+, ITIL Foundation)
• Please note that this position requires working in Shifts
• Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage