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About the Role
Key Responsibilities
1. ITSM Tool Support .
- Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, ServiceNow ITSM and ITOM modules .
- Expertise in workflow automation, integration, and monitoring techniques .
- Assist in managing the ITSM platform for incident, request, problem, change tickets
- Ensure tickets are properly logged, categorized, and updated
- Support basic workflow processes and follow ITIL guidelines
- Help maintain system data accuracy and assist in building dashboard and report generation
2. Ticket & SLA Support
- Monitor assigned tickets and ensure timely resolution within SLA timelines
- Escalate critical or delayed tickets to senior team members
- Assist in tracking ticket status, backlog, and resolution updates
- Support preparation of c...
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