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Guardian Life
Senior Engineer - IT
Join Guardian Life as a Senior Engineer - IT in Gurgaon. Leverage ServiceNow for incident management, troubleshooting, and system enhancements. 4+ years required.
Direct Hire
Senior
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
July 30, 2025
Monitor ServiceNow ticket queue and event monitoring tools, perform initial investigation and troubleshooting, and document steps taken to resolve incidents. Participate in bridge calls to resolve system outages and restore service. Identify and address repeating alert trends and suggest defects and product enhancements.
Requirements
- Monitor ServiceNow ticket queue and event monitoring tools
- Perform initial investigation and/or troubleshooting of systems and network issues
- Process all support incidents and Task requests within SLA
- Escalate to secondary support teams in timely manner
- Thoroughly document steps taken to resolve or escalate incidents
- Participate in bridge calls to help resolve system outages
- Identify and address repeating alert trends or non-actionable alerts
- Suggest defects and product/infrastructure enhancements
- Perform Incident management based on ITIL principles
- Participate in periodic skills enhancement sessions and training courses
- Prepare and deliver standard scheduled reports
- Develop, document and update standard operating procedures and knowledgebase articles
Requirements Summary
4+ years of experience in a 24x7 Network Operations Center & Service Management role, with a minimum of 2 years of experience. Bachelor’s Degree or similar required
