• Create, categorize, prioritize and update incident tickets in ServiceNow or equivalent ITSM tools.
• Perform initial incident triage and follow documented troubleshooting procedures.
• Escalate unresolved and critical incidents within defined SLAs and escalation matrices.
• Support major incident communication, routine maintenance checks and backup status validation.
• Maintain shift handover notes, operational checklists and incident documentation.
• Coordinate with L2/L3, Network, Security, Storage/Backup and Application teams.
• Follow ITIL Incident, Change and Request Management processes and ensure continuous 24x7 operational coverage.

Required Skills & Qualifications:

• 1–3 years of experience in IT infrastructure operations, Windows Server support, infrastructure monitoring or cloud operations.
• Basic knowledge of Windows Server and Windows operating system troubleshooting.
• Familiarity with Windows services, Event Viewer, Active Directory, DNS and DHCP fundamentals.
• Basic understanding of VMware, virtual machines, ESXi and vCenter.
• Fundamental knowledge of Azure or AWS, including virtual machines, monitoring and resource utilization.
• Familiarity with CPU, memory, disk space, connectivity checks and infrastructure alerts.
• Exposure to monitoring tools and ServiceNow or equivalent ITSM platforms.
• 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 scripting knowledge.
• Microsoft Azure Fundamentals (AZ-900) or AWS Cloud Practitioner certification.
• Exposure to VMware monitoring and cloud dashboards.
• Basic knowledge of patching, backup, disaster recovery and infrastructure security.Familiarity with ITIL processes and enterprise monitoring tools.

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.