Key Responsibilities:
- Act as the central coordinator for the IT service desk operations during the assigned shift.
- Triage incoming tickets on Jira and assign/reassign them based on (but not limited to): Team availability, Current workload, Urgency, priority, and proximity, Leave rosters, SLA & SLO performance
- Collaborate with both technical and business teams to ensure timely resolution.
- Ensure all tickets are acknowledged, updated, and progressed efficiently through the Jira workflow.
- Monitor Jira dashboards, alerts, and aging tickets to prevent SLA breaches.
- Conduct shift-based activities including: Detailed handover to the next shift | Ticket trend analysis | Alert monitoring | Status reporting and escalation
- Create and maintain custom dashboards in Jira for SLA tracking and reporting.. Prepare PowerPoint presentations for management reports and shift reviews.
- Suggest workflow improvements and automate repetitive tasks using Jira automation rules.
- Drive SLA improvements by ensuring accountability, timely escalations, and consistent follow-ups.
- Maintain accurate records and documentation of shift activities and performance metrics.
Required Skills & Qualifications:
- 5–7 years of experience in a Service Desk, IT Coordination, or ITSM environment.
- Strong hands-on knowledge of Jira including: Workflow configuration, Ticket lifecycle management, Automation rules, Dashboard creation
- Proven experience in SLA/SLO tracking and improvement initiatives.
- Excellent coordination, communication, and interpersonal skills.
- Must speak fluent English with a neutral accent, able to communicate professionally with global teams.
- Strong skills in PowerPoint, Excel, and report preparation.
- Ability to handle night shift responsibilities independently, with minimal supervision.
- Strong sense of accountability, urgency, and process ownership. Preferred Qualifications:
- Familiarity with ITIL framework or ITSM best practices.
- Prior experience working in global or 24x7 support environments.
- Background in Jira Service Management or Agile team coordination is a plus.