Job Title: Engineer Integrated Operations (Service Request Fulfilment)
Department: NOC and Cammand CenterSupport
Experience: 26 Years
Locations: Gurgaon | Mumbai | Pune
Shift: 24x7 Rotational Shifts (as per business requirement)
Job Summary
We are looking for an
Engineer Integrated Operations (Service Request Fulfilment) to support end-to-end
service request handling, provisioning, and fulfilment activities across network, systems, and IT services. The role focuses on
timely execution of service requests, coordination with cross-functional teams, and ensuring delivery within
defined SLAs and operational standards.
The ideal candidate will have strong operational knowledge, customer-facing skills, and experience working in a
process-driven, ITIL-aligned operations environment.
Key ResponsibilitiesService Request Fulfilment- Handle end-to-end service requests such as:
- Network provisioning and modifications
- User access and entitlement requests
- Configuration changes (LAN/WAN, firewall, VPN, system access)
- Validate service requests for completeness, approvals, and feasibility.
- Execute approved service requests as per standard operating procedures (SOPs).
Operations & Coordination
- Coordinate with Network, Security, Systems, Cloud, and Application teams for request execution.
- Liaise with vendors and service providers where third-party involvement is required.
- Ensure seamless handoffs and communication between multiple operational teams.
Ticket & SLA Management
- Log, update, and manage service requests in ITSM tools (ServiceNow, Remedy, Jira, 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 including:
- Network device configuration changes (routers, switches basic level)
- Firewall rule implementation (as per approved change)
- VPN/user access provisioning
- 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.
- Maintain audit trails and documentation for all fulfilled requests.
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.
Required Skills & Qualifications Technical Skills- Good understanding of IT infrastructure components:
- Networking (LAN, WAN, TCP/IP, DNS, DHCP)
- Security (firewalls, VPN, access control basic/intermediate)
- Systems (Windows/Linux user and access management)
- Familiarity with service request fulfilment workflows.
- Experience using ITSM tools (ServiceNow, Remedy, Jira, BMC Helix).
- Basic knowledge of network devices (routers, switches, firewalls).
Process & Frameworks- Strong understanding of ITIL processes, especially:
- Request Fulfilment
- Change Management
- Incident Management (basic)
- Experience working in a 24x7 operations environment.
Soft Skills
- Strong communication and stakeholder management skills.
- Ability to work independently and handle multiple requests simultaneously.
- Detail-oriented with strong documentation skills.
- Customer-focused approach with a proactive mindset.
Education & Certifications
- Bachelor's degree / Diploma in Engineering, IT, Computer Science, or related field.
- ITIL Foundation / CCNA / CCNP Preferred but not mandatory.
Experience
- 26 years of experience in Service Request Fulfilment / IT Operations / Integrated Operations roles.
- Experience in Telecom, ISP, SI, or large enterprise environments is a plus.
Skills: management,provisioning,integrated operations,itil,documentation,operations
