Service Desk Management

Should have experience in Own day‑to‑day Service Desk operations for a 65‑engineer team; manage Team Leads and Shift Leads.

Must have experience with Define operating model (RACI), escalation paths, on‑call cadence, and cross‑tower handoffs.

Should have Align SD with Incident, Request, Problem, Change and Knowledge processes (ITIL v4).

Good to Have  coverage planning for 24×7 shifts, holidays, regional spikes, and special events

Must have Standardize triage workflows, routing rules, and L1.5/L2/L3 handover criteria

Should have experience in Implement AIOps/chatbots for triage; runbook automation for common fixes