System Analyst responsible for maintaining Java applications and implementing business rules. Joining GrupoSC to enhance health services for more people.
About the role
- Group Lead System Engineer overseeing the L1 service desk in India for Gentrack's global operations. Leading technical support and service management for endpoint platforms with a strong focus on quality and team mentorship.
Responsibilities
- Establish and operate a 2-member global L1 service desk team based in India.
- Define L1 support processes, coverage models, and handover procedures with regional L2/L3 teams.
- Ensure consistent, high-quality first-line support for global employees across time zones.
- Build and maintain knowledge articles, SOPs, and escalation playbooks.
- Configure and support macOS, Windows, and mobile endpoints.
- Mentor the L1 team on endpoint troubleshooting using Jamf and Intune.
- Own Jira Service Management configuration and optimisation for the global service desk.
- Design and configure service request types, workflows, and automation.
- Act as the ICT Site Lead for India, owning local technology operations.
- Provide direct L2/L3 support for complex site-specific incidents.
- Provide hands-on support and oversight for LAN, WAN, and Wi-Fi infrastructure.
- Drive operational maturity through process discipline and documentation.
Requirements
- 8-14 years of experience
- Strong hands-on experience with Jamf and Microsoft Intune.
- Proven experience supporting macOS and Windows endpoints.
- Solid experience with Jira Service Management configuration and administration.
- Strong understanding of ITIL / ITSM frameworks.
- Good knowledge of enterprise networking (LAN, WAN, Wi-Fi).
- Experience supporting AV and collaboration systems.
- Ability to independently handle L2 and L3 incidents.
- Proven experience building and leading small support teams.
- Strong stakeholder communication and coordination skills.
- Experience supporting global users across time zones.
- Ability to balance hands-on technical delivery with people leadership.
- Structured, calm approach to incident handling and escalation.
- Strong sense of integrity, ethics, and confidentiality.
- Detail-oriented with a commitment to accuracy in all work.
- Analytical thinker with the ability to break down complex tax issues.
- Proactive and resourceful, able to identify problems and suggest solutions.
- Adaptable and comfortable working in a fast-paced, global environment.
- Proven self-managed and ability to manage people and task requirements.
- Collaborative mindset with a willingness to support colleagues across the business.
Benefits
- Personal growth in leadership, commercial acumen and technical excellence.
- To be part of a global, high growth organization.
- A vibrant, culture of people passionate about transformation and making a difference.
- A competitive reward package that truly awards our top talent.
- A chance to make a true impact on society and the planet.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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