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.