Service Request Fulfillment Engineer (Integrated Operations)
Also listed as: Integrated Operations Engineer (Service Request Fulfilment); Service Request Fulfilment Engineer
Locations: Mumbai, Gurgaon (In-Office)
Department: NOC and Command Center Support
Experience: 2-6 years |
Shift: 24x7 rotational shifts (as per business requirement)
Job Summary
We are looking for an Integrated Operations Engineer (Service Request Fulfilment) to support end-to-end handling, provisioning, and fulfilment of service requests across network, systems, and IT services. This role emphasizes timely execution of service requests, coordination with cross-functional teams, and delivery within defined SLAs and operational standards. The ideal candidate will have strong operational knowledge, customer-facing skills, and experience in a process-driven, ITIL-aligned operations environment.
Key Responsibilities
Service Request Fulfilment
- Handle end-to-end service requests, including network provisioning and modifications, user access and entitlement requests, and configuration changes (LAN/WAN, firewall, VPN, system access).
- Validate requests for completeness, approvals, and feasibility.
- Execute approved requests according to standard operating procedures (SOPs).
Operations & Coordination
- Coordinate with Network, Security, Systems, Cloud, and Application teams for request execution.
- Liaise with vendors and service providers when third-party involvement is required.
- Ensure seamless handoffs and clear communication between operational teams.
Ticket & SLA Management
- Log, update, and manage service requests in ITSM tools (ServiceNow, Remedy, Jira, BMC Helix, etc.).
- Track request progress and ensure adherence to SLA/OLA commitments.
- Provide timely status updates to stakeholders and customers.
Configuration & Validation
- Perform basic to intermediate configuration tasks, such as network device configuration changes (routers, switches), firewall rule implementation (as per approved change), VPN/user access provisioning, and server or application access setup.
- Conduct post-implementation validation to confirm service readiness.
Change & Compliance Support
- Support standard and low-risk changes associated with service requests.
- Ensure changes follow ITIL Change Management guidelines and maintain audit trails and documentation.
Documentation & Reporting
- Update SOPs, runbooks, and knowledge base articles.
- Maintain records of fulfilled service requests for compliance and audits.
- Prepare operational reports and dashboards related to request volumes and SLA compliance.
Continuous Improvement
- Identify repetitive requests and suggest automation or process improvements.
- Participate in process reviews to enhance service delivery efficiency.
- Share knowledge and mentor junior team members when required.
Qualifications
Bachelor's Degree/ Diploma in Engineering, IT, Computer Science or related field
Required (Must-Have)
- Certifications such as ITIL Foundation, CCNA, or CCNP.
- Good understanding of IT infrastructure components: networking (LAN, WAN, TCP/IP, DNS, DHCP), security (firewalls, VPN, access control), and systems (Windows/Linux user and access management).
- Familiarity with service request fulfilment workflows and ability to follow SOPs for request validation and execution.
- Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira, BMC Helix) to log, update, and manage requests.
- Basic knowledge of network devices (routers, switches, firewalls) and ability to perform configuration changes following approved procedures.
- Strong understanding of ITIL processes relevant to Request Fulfilment and Change Management.
- Experience working in a 24x7 operations environment.
- Strong communication and stakeholder management skills; ability to provide clear status updates to customers and internal teams.
- Ability to work independently, manage multiple requests concurrently, and maintain accurate documentation.
- Bachelors degree or Diploma in Engineering, IT, Computer Science, or a related field.
Preferred (Nice-to-Have)
- Basic incident management knowledge and experience handling low-risk changes in line with change management processes.
- Prior experience in Telecom, ISP, System Integrator (SI), or large enterprise environments.
- Experience with automation or scripting for repetitive request handling and process improvements.
Experience
2-6 years of experience in Service Request Fulfilment, IT Operations, or Integrated Operations roles. Experience in Telecom, ISP, SI, or large enterprise environments is a plus.
Skills: integrated operations,operations,provisioning,skills,itil
