Service Desk Engineer (Indian/Sri Lankan)

We are looking for a Service Desk Engineer to manage IT service requests, monitor infrastructure alerts, and ensure timely incident resolution. The ideal candidate will have hands-on experience with ServiceNow ticket management and ManageEngine OpManager, along with a good understanding of ITIL processes, SLA management, and basic infrastructure troubleshooting.Key ResponsibilitiesMonitor and manage the ServiceNow queue, including incident triage, ticket assignment, prioritization, and escalation.Track ticket status, pending requests, backlogs, and SLA compliance to ensure timely resolution.Maintain accurate ticket documentation, status updates, and communication with users and technical teams.Monitor network devices, servers, and IT infrastructure using ManageEngine OpManager.Identify, investigate, and acknowledge monitoring alerts, service outages, and performance issues.Perform initial troubleshooting and escalate critical incidents to the relevant technical teams.Create and update ServiceNow incidents based on actionable alerts generated by OpManager.Follow up on open incidents until resolution and verify service recovery.Prepare daily monitoring reports, incident summaries, and shift handover updates.Follow ITIL-based incident management processes, escalation procedures, and service desk guidelines.Required Skills and QualificationsHands-on experience with ServiceNow ticket management, incident handling, and queue triage.Knowledge of ManageEngine OpManager or similar infrastructure monitoring tools.Basic understanding of networking, servers, and IT infrastructure troubleshooting.Familiarity with SLAs, incident prioritization, escalation procedures, and ITIL processes.Strong communication, documentation, analytical, and problem-solving skills.Ability to manage multiple tickets, prioritize tasks, and work effectively in a team environment.Willingness to work in shifts, if required.Preferred QualificationsBachelor's degree in Computer Science, Information Technology, or a related field.ITIL Foundation certification or equivalent knowledge of IT service management practices.Previous experience in a Service Desk, NOC, or IT Operations environment.Immediate Joiners are preferred.