Senior Engineer - Global Service Desk

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TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

Discover the Role
The Senior Engineer - Global Service Desk is responsible for delivering exceptional end-user support while providing day-to-day operational support to the Global Service Desk team. The role acts as the primary escalation point within the shift, ensuring service excellence, operational efficiency, SLA compliance, and a high standard of customer experience across global support operations. The position combines hands-on technical support responsibilities with team support, coaching, queue management, incident oversight, stakeholder communication, and continuous service improvement initiatives.

Key Responsibilities
Service Desk Operations Leadership
- Provide day-to-day support and guidance to Global Service Desk engineers across assigned shifts.
- Act as the first point of escalation for operational issues, customer concerns, and service delivery challenges.
- Monitor team performance, workload distribution, and queue health throughout the shift.
- Ensure adherence to operational procedures, support standards, and ITSM processes.
- Drive shift handovers and ensure seamless continuity across global support teams.
- Support management in achieving operational KPIs and service targets.
Incident & Request Management
- Manage complex incidents and service requests requiring advanced troubleshooting.
- Ensure incidents are correctly logged, categorized, prioritized, and assigned.
- Drive timely incident resolution while maintaining SLA and OLA commitments.
- Review escalated tickets before assignment to L2/L3 teams to ensure quality and completeness.
- Ensure all customer communications are accurate, timely, and professional.
Major Incident Support
- Identify potential Priority 1 and Priority 2 incidents and initiate appropriate escalation procedures.
- Coordinate with Major Incident Managers and technical teams during critical service disruptions.
- Assist with business impact assessments and service restoration activities.
- Support communication activities during major incidents and high-priority outages.
Team Coaching & Development
- Provide mentoring, coaching, and knowledge sharing to Service Desk engineers.
- Conduct quality reviews of tickets and customer interactions.
- Support onboarding and training of new team members.
- Identify skill gaps and recommend development plans.
- Promote knowledge management and continuous learning initiatives.
Operational Governance & Compliance
- Monitor compliance with incident management standards and ticket hygiene requirements.
- Ensure documentation, work notes, and customer updates meet organizational standards.
- Drive adherence to shift schedules, attendance expectations, and operational processes.
- Support audit readiness activities and process compliance reviews.
Service Improvement
- Identify recurring incidents, process bottlenecks, and opportunities for automation.
- Contribute to knowledge base creation and maintenance.
- Recommend improvements that increase First Call Resolution (FCR) and reduce ticket backlog.
- Participate in service improvement projects, reporting initiatives, and operational transformation programs.
Stakeholder Management
- Build strong relationships with business users and technology teams.
- Provide regular updates to leadership on operational issues and service risks.
- Coordinate activities with Global Technology Operations, Workplace Support, and Engineering teams.
- Ensure customer escalations are managed effectively and professionally.

Key Requirements
Technical Skills
- Strong knowledge of Incident, Request, and Problem Management processes.
- Experience with BMC Helix or similar ITSM platforms.
- Good knowledge of: Microsoft 365
- Active Directory / Entra ID
- Exchange Online
- Citrix
- Endpoint Support
- Identity & Access Management
- Collaboration Platforms

Personal Attributes
- Strong customer-focused mindset.
- Excellent communication and interpersonal skills.
- Proactive and ownership-driven approach.
- Ability to work effectively in a 24x7 global support environment.
- Strong analytical and problem-solving skills.
Key Performance Indicators (KPIs)
- SLA Compliance (Response & Resolution)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Ticket Quality Score
- Queue Backlog Management
- Escalation Quality & Accuracy
- Knowledge Article Contributions
- Team Productivity & Shift Performance
- Incident Escalation Effectiveness
- Major Incident Support Effectiveness
Preferred Qualifications
- ITIL Foundation Certification
- 5+ years of IT Service Desk / End User Support experience
- Previous experience as a Senior Engineer, Shift Lead, Team Lead, or SME within a Global Service Desk environment
- Experience supporting 24x7 global operations

What’s in it for you?

Pathways for career development

- Work with colleagues and clients around the world on interesting and challenging work.
- We provide internal career opportunities, so you can take your career further within TMF.
- Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

- You’ll be helping us to make the world a simpler place to do business for our clients.
- Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

A supportive environment

- Strong feedback culture to help build an engaging workplace.
- Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
- Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
- At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

Other Benefits

- Anniversary & Birthday Leave policy
- Be part of One TMF
- Paternity & Adoption leaves
- Salary advance policy
- Work flexibility – Hybrid work model
- Talk about growth opportunities (we invest in talent)
- Well-being initiatives

We’re looking forward to getting to know you!