Service Desk Specialist - DevOps (4-7 yrs)

We are seeking a skilled and motivated DevOps Service Desk Specialist to join our global DevOps team.

This role will focus on ensuring operational stability and excellence for critical enterprise IT projects, particularly within the automotive industry.

You will manage service desk operations, support system monitoring, troubleshoot issues, and assist in automation workflows.

As a key member of the team, you will be responsible for providing 24/7 support for critical application environments to keep services running smoothly and efficiently.

Key Responsibilities :

Incident Management :

- Monitor and respond to incident tickets raised by the DevOps team or end-users.

- Troubleshoot and resolve issues promptly, ensuring timely resolution to minimize service disruption.

- Maintain detailed incident logs, track SLAs, and prepare root cause analysis reports.

Change & Problem Management :

- Support scheduled changes, releases, and maintenance activities.

- Assist in identifying recurring issues, track trends, and work on problem resolution.

- Proactively suggest process improvements to reduce future incidents.

Documentation & Communication :

- Maintain process documentation, runbooks, and knowledge base articles.

- Provide regular updates to stakeholders on ongoing incidents and their resolutions.

- Communicate effectively with users and teams to ensure clarity and transparency.

On-Call Duty :

- Staff 24/7 on-call services to handle incidents outside normal office hours.

- Coordinate with onsite teams, customers, and third parties when necessary for incident resolution.

- Ensure timely escalation of issues to the appropriate teams.

Tool & Platform Support :

- Troubleshoot and provide support for CI/CD tools (e.g., Jenkins, GitLab), container platforms (e.g., Docker, Kubernetes), and cloud services (e.g., AWS, Azure).

- Assist in optimizing and maintaining the health of the DevOps tools ecosystem.

Required Qualifications :

Technical Expertise :

- Proven experience in a Java Enterprise environment, either as a developer or DevOps specialist.

- Strong technical knowledge of DevOps practices and familiarity with tools like ServiceNow for incident tracking and management.

Skills & Abilities :

- Solid understanding of incident, change, and problem management processes.

- Strong troubleshooting, analytical, and problem-solving skills.

- Ability to prioritize and manage tasks in a fast-paced 24/7 environment.

- Excellent organizational, communication, and documentation skills.

Experience & Education :

- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.

- Experience with CI/CD pipeline tools such as Jenkins, GitLab, and containerization technologies like Docker and Kubernetes.

- Proficiency with cloud services, including AWS and Azure.

- Familiarity with IT process frameworks such as SCRUM and ITIL.