OB DESCRIPTION*** About the Role: We are looking for an L1.5 Infrastructure Support Engineer to handle request coordination, support major incident management, and resolve tickets using predefined SOPs. This role acts as the next level beyond the service desk, ensuring smooth operations and timely communication across teams. Key Responsibilities: • Coordinate and track service requests and operational tasks. • Support major incident handling by initiating bridges, engaging teams, and providing timely updates. • Resolve tickets by following Standard Operating Procedures (SOPs). • Monitor alerts and perform initial checks as per guidelines. • Document actions clearly and ensure accurate ticket updates. • Escalate issues appropriately when outside scope. Qualifications: • 1–2 years of experience in infrastructure or IT operations support. • Basic understanding of server, network, storage, or cloud environments. • Strong communication and coordination skills. • Experience using ITSM tools (ServiceNow, Remedy, Jira, etc.). • Ability to work in 24×7 rotational shifts. Location: Bangalore / pune / Kolkata - IBMFG2JP00009826