Service Desk Leadership
Lead and manage the Service Desk team to provide timely and effective support to end users.
Own Incident, Service Request, and Change Management processes (ITIL aligned).
Monitor service desk performance metrics and ensure SLAs are consistently met.
Act as the primary escalation point for unresolved or high-priority tickets.
Drive service improvement initiatives and promote end-user satisfaction.
Coordinate cross-functional collaboration with infrastructure, application, and security teams.
Ensure proper documentation, ticket quality, and knowledge base updates by the team.
Provide training and mentoring to junior service desk engineers.
Monitoring Administration
Manage and maintain Site24x7 monitoring platform and ensure complete infrastructure visibility.
Configure monitoring for servers, applications, websites, APIs, and network devices.
Set up performance thresholds, custom metrics, and alerting rules to ensure proactive monitoring.
Diagnose, triage, and analyze alerts, taking appropriate remediation actions.
Create dashboards and reports (availability, capacity, performance, uptime, etc.).
Work closely with infrastructure and application teams to refine monitoring strategies.
Manage SNMP configurations, traps, logs, and event correlation for timely incident detection.
Adapt and onboard new tools or platforms as required by the organization.
Technical Skills
Hands-on experience with monitoring tools: Site24x7, SolarWinds, PRTG, etc.
Strong knowledge of monitoring configuration, threshold setup, SNMP, and custom dashboards.
Skilled in incident detection, RCA, and handling critical incidents and bridge calls.
knowledge of Windows Servers latest operating system and its operational features.
Experience with VMware vSphere Vcenter/ESXi, NetApp, and Citrix Virtual Apps & Desktops.
Proficient in Microsoft 365, Azure AD, Intune, and endpoint management.
Familiar with Azure cloud monitoring.
Strong in ServiceNow Remedy ITSM – Incident, Problem, Change, and Request modules.
Scripting knowledge: PowerShell, Bash, or Python for basic automation tasks.
Solid grasp of networking fundamentals – TCP/IP, DNS, DHCP, VPN, routers, switches, Firewall, NAS etc.,
Exposure to security authentication protocols – SAML, OAuth to enable SSO.
Experience driving SOC tools compliance.
Experience integrating monitoring tools with ticketing and alerting systems
Soft Skills
Strong analytical, organizational, and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to lead and work with global and cross-cultural teams.
Proactive, self-motivated, and a quick learner.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies. Eurofins PSS Insourcing has an exciting and rewarding opportunity for a Business Development Manager to join our team.  We are searching for a business development professional with proven experience selling and implementing high-value sales.  Someone who thrives on identifying and closing new business caring for the client through the process will succeed in this role. This position offers the excitement of hunting for new clients with the goal of diversifying our offerings and client base as well as the opportunity to foster and expand partnerships with key clients.  This is a hybrid role working remotely from a home office, travelling locally and within the region for prospect and current client meetings as well as full days spent at current client sites to maximize networking and relationship building opportunities. A successful candidate will have a proven track record and is comfortable reaching out to and meeting with high level decision makers including C-Suite.  This position will manage the strategic sales process including identifying client needs, defining and presenting how PSS can address them, as well as managing the implementation process for new programs. If you’re looking for a rewarding career, a place to call home, apply with us today!