Infra. Technology Specialist for SLM (BLR/CHN/HYD)

Job Summary

Infra Technology Specialist focused on Configuration, Asset, Incident, and Change Management within a hybrid work environment. The role is responsible for delivering reliable end-user support, managing incidents and changes, maintaining operational stability, and ensuring adherence to service management and security standards. Experience in the Property & Casualty (P&C) Insurance domain is an added advantage.

Responsibilities

• Provide high-quality remote desktop support by diagnosing and resolving hardware, software, operating system, and application issues.
• Deliver advanced troubleshooting for end-user devices, ensuring timely root cause identification and resolution.
• Manage incident queues through ITSM tools, prioritizing tickets based on business impact and urgency.
• Coordinate with infrastructure and application teams to resolve major incidents and restore services within SLA targets.
• Analyze recurring incidents, identify trends, and recommend proactive improvements.
• Support end-to-end change management activities, including change planning, impact assessment, risk evaluation, implementation, and validation.
• Execute approved changes following established procedures while ensuring minimal business disruption.
• Maintain accurate documentation, knowledge articles, and standard operating procedures.
• Configure and deploy end-user devices, remote access solutions, and security controls for hybrid work environments.
• Communicate effectively with business users, providing timely updates and setting clear expectations.
• Contribute to process improvement initiatives that enhance service quality, operational efficiency, and user satisfaction.
• Ensure compliance with organizational security, governance, and data protection policies.

Qualifications

• Strong experience in Remote Desktop Support, End User Computing (EUC), and Desktop Administration.
• Proven knowledge of Incident Management, including ticket logging, categorization, prioritization, escalation, and resolution.
• Hands-on experience with Change Management processes, including risk assessment, implementation, and post-change reviews.
• Proficiency with IT Service Management (ITSM) platforms such as ServiceNow or similar tools.
• Experience with Configuration and Asset Management processes.
• Strong troubleshooting skills across operating systems, hardware, software, and peripherals.
• Ability to create and maintain technical documentation and knowledge base articles.
• Good understanding of security, compliance, and data protection requirements.
• Excellent communication, customer service, and stakeholder management skills.
• Experience supporting hybrid and distributed workforces.
• Knowledge of Property & Casualty Insurance processes, including claims, underwriting, and policy servicing, is preferred.

Key Skills

Remote Desktop Support, Incident Management, Change Management, ServiceNow, ITSM, End User Computing (EUC), Asset Management, Configuration Management, Desktop Support, Windows Administration, Troubleshooting, Root Cause Analysis (RCA), Knowledge Management, Security Compliance, Hybrid Workplace Support, Stakeholder Management, P&C Insurance (Preferred).