Operations & Service Management

• Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools.
• Perform initial troubleshooting using approved runbooks and standard operating procedures.
• Escalate unresolved issues within defined SLAs and escalation procedures.
• Maintain accurate ticket updates, operational checklists and shift handover documentation.
• Coordinate with L2/L3, Service Desk, Identity, Security and Application teams.
• Follow ITIL Incident, Change and Request Management processes.
• Ensure effective APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 operational support.

Required Skills & Qualifications:

• Basic knowledge of Windows operating systems and endpoint troubleshooting.
• Familiarity with Windows updates, software installation, device connectivity and system settings.
• Basic understanding of Microsoft Intune and/or SCCM/MECM.
• Knowledge of device enrollment, configuration policies and endpoint compliance fundamentals.
• Basic understanding of BitLocker, encryption and Windows security configurations.
• Familiarity with ServiceNow or equivalent ITSM tools.
• Understanding of incident management, SLA compliance and escalation procedures.
• Good communication, documentation and shift handover skills.
• Willingness to work in rotational shifts in a 24x7 production support environment.

Preferred Skills & Qualifications:

• Basic PowerShell knowledge.
• Exposure to Windows Autopilot and endpoint provisioning.
• Familiarity with Microsoft Entra ID and device registration.
• Basic understanding of application deployment and patch management.
• Microsoft MD-102 fundamentals or equivalent endpoint management training.
• Exposure to enterprise monitoring and endpoint management tools.

Key Competencies

Windows Endpoint Support | Intune | SCCM/MECM | Device Provisioning | Patch Monitoring | Software Deployment | Endpoint Configuration | Device Compliance | BitLocker Fundamentals | Incident Logging | Runbook Execution | SLA Compliance | Escalation Management | Global 24x7 Operations

Role boundary: L1 focuses on endpoint monitoring, routine checks, basic troubleshooting and incident escalation. L2 handles technical administration, patching, application deployment and compliance remediation. Defender operations remain with the dedicated Defender team, while complex endpoint platform issues are escalated to L3 SMEs.

Why Gruve

At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.

Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.