**Job Summary** Sr Systems Engineer responsible for providing high quality service desk and application support for enterprise users in a global MNC work from office environment. Role focuses on incident resolution request fulfillment and proactive problem prevention while ensuring stable business operations. Exposure to warehouse management concepts is highly valued. **Responsibilities** * Handle day to day service desk tickets by analyzing issues identifying root causes and providing timely resolutions that restore user productivity and minimize business disruption * Deliver application support for business critical systems by monitoring performance troubleshooting functional errors and coordinating fixes with internal teams to maintain stable operations * Manage incident lifecycle by logging categorizing prioritizing and tracking issues in the ticketing tool while ensuring clear documentation of steps and outcomes for future reference * Collaborate with cross functional teams by sharing detailed technical observations reproducing issues where required and supporting testing activities to accelerate permanent fixes * Implement knowledge centered support by creating and updating user friendly articles troubleshooting guides and standard operating procedures that improve first contact resolution rates * Coordinate with stakeholders by communicating incident impacts progress updates and resolution timelines in a clear and empathetic manner to sustain trust in technology services * Execute standard change and release activities by following documented procedures validating prerequisites and performing post implementation checks to avoid service degradation * Monitor recurring incidents by reviewing historical ticket patterns highlighting systemic problems and recommending preventive actions that reduce repeat calls to the service desk * Support service level objectives by managing personal queues adhering to response and resolution targets and escalating complex cases promptly to maintain agreed service quality * Assist in application access management by processing provisioning and deprovisioning requests validating approvals and performing regular reviews to uphold security and compliance expectations * Contribute to continuous improvement by suggesting automation opportunities refining support scripts and adopting new tools that streamline service desk workflows and reduce manual effort * Engage with business users by understanding their operational context especially in areas influenced by warehouse management practices to provide support that aligns with real world process needs * Participate in team discussions and knowledge sharing sessions by presenting resolved cases lessons learned and technology updates that upskill colleagues and strengthen overall support maturity **Qualifications** * Possess hands on experience in service desk operations by supporting end users through phone chat and ticketing channels while maintaining high satisfaction scores and professional communication * Demonstrate strong application support capabilities by diagnosing issues across operating systems commonly used productivity tools and line of business applications with methodical troubleshooting techniques * Apply understanding of incident and request management processes by working within structured frameworks and ticketing platforms such as enterprise level service management tools * Utilize awareness of warehouse management concepts where applicable by understanding order flows inventory transactions and basic logistics operations to interpret functional issues more accurately * Communicate clearly with technical and non technical stakeholders by using precise language documenting cases comprehensively and adapting explanations to different levels of technical familiarity * Organize workload efficiently by balancing multiple tickets following prioritization guidelines and maintaining attention to detail while working in a day shift office based environment **Certifications Required** ITIL Foundation certification or equivalent service management credential is preferred for this role