Engineer Integrated Operations

Service Request Fulfillment Engineer (Integrated Operations)
Also listed as: Integrated Operations Engineer (Service Request Fulfilment); Service Request Fulfilment Engineer
Locations: Mumbai, Gurgaon (In-Office)
Department: NOC and Command Center Support
Experience: 2-6 years | Shift: 24x7 rotational shifts (as per business requirement)
Job Summary
We are looking for an Integrated Operations Engineer (Service Request Fulfilment) to support end-to-end handling, provisioning, and fulfilment of service requests across network, systems, and IT services. This role emphasizes timely execution of service requests, coordination with cross-functional teams, and delivery within defined SLAs and operational standards. The ideal candidate will have strong operational knowledge, customer-facing skills, and experience in a process-driven, ITIL-aligned operations environment.
Key Responsibilities
Service Request Fulfilment

• Handle end-to-end service requests, including network provisioning and modifications, user access and entitlement requests, and configuration changes (LAN/WAN, firewall, VPN, system access).
• Validate requests for completeness, approvals, and feasibility.
• Execute approved requests according to standard operating procedures (SOPs).
  

Operations & Coordination

• Coordinate with Network, Security, Systems, Cloud, and Application teams for request execution.
• Liaise with vendors and service providers when third-party involvement is required.
• Ensure seamless handoffs and clear communication between operational teams.
  

Ticket & SLA Management

• Log, update, and manage service requests in ITSM tools (ServiceNow, Remedy, Jira, BMC Helix, etc.).
• Track request progress and ensure adherence to SLA/OLA commitments.
• Provide timely status updates to stakeholders and customers.
  

Configuration & Validation

• Perform basic to intermediate configuration tasks, such as network device configuration changes (routers, switches), firewall rule implementation (as per approved change), VPN/user access provisioning, and server or application access setup.
• Conduct post-implementation validation to confirm service readiness.
  

Change & Compliance Support

• Support standard and low-risk changes associated with service requests.
• Ensure changes follow ITIL Change Management guidelines and maintain audit trails and documentation.
  

Documentation & Reporting

• Update SOPs, runbooks, and knowledge base articles.
• Maintain records of fulfilled service requests for compliance and audits.
• Prepare operational reports and dashboards related to request volumes and SLA compliance.
  

Continuous Improvement

• Identify repetitive requests and suggest automation or process improvements.
• Participate in process reviews to enhance service delivery efficiency.
• Share knowledge and mentor junior team members when required.
  

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Qualifications
Bachelors Degree/ Diploma in Engineering, IT, Computer Science or related field
Required (Must-Have)

• Certifications such as ITIL Foundation, CCNA, or CCNP.
• Good understanding of IT infrastructure components: networking (LAN, WAN, TCP/IP, DNS, DHCP), security (firewalls, VPN, access control), and systems (Windows/Linux user and access management).
• Familiarity with service request fulfilment workflows and ability to follow SOPs for request validation and execution.
• Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira, BMC Helix) to log, update, and manage requests.
• Basic knowledge of network devices (routers, switches, firewalls) and ability to perform configuration changes following approved procedures.
• Strong understanding of ITIL processes relevant to Request Fulfilment and Change Management.
• Experience working in a 24x7 operations environment.
• Strong communication and stakeholder management skills; ability to provide clear status updates to customers and internal teams.
• Ability to work independently, manage multiple requests concurrently, and maintain accurate documentation.
• Bachelors degree or Diploma in Engineering, IT, Computer Science, or a related field.
  

Preferred (Nice-to-Have)

• Basic incident management knowledge and experience handling low-risk changes in line with change management processes.
• Prior experience in Telecom, ISP, System Integrator (SI), or large enterprise environments.
• Experience with automation or scripting for repetitive request handling and process improvements.
  

Experience
2-6 years of experience in Service Request Fulfilment, IT Operations, or Integrated Operations roles. Experience in Telecom, ISP, SI, or large enterprise environments is a plus.
Skills: integrated operations,operations,provisioning,skills,itil