Careers

We are hiring in Indore for our international clients, for a 24x7 technical service desk supporting warehouse automation. Two roles are open now. You can jump to Shift Lead or L1 Analyst.

Apply now

How to apply

Send your CV to hr@globarise360.com with the role in the subject line.
Tell us your years of experience in technical support and, for Shift Lead, in leading a team.
We review your CV and contact shortlisted candidates for a screening call.
Shortlisted candidates complete a role-based assessment and interview. Our client takes part in selection and approves every hire.

All hires complete background screening (identity, employment history, education and criminal record checks where lawful) and agree to confidentiality and security policies.

Technical Service Desk Shift Lead

Location: Indore, India, office-based
Working pattern: 24x7 rotating shifts, including nights, weekends and public holidays, plus an on-call escalation rota
Contract: Full-time, permanent
Start: November or December 2026
Leads: A team of L1 analysts on every shift

You run the technical service desk on your shift. You are the escalation lead: every call is answered, every ticket is owned and every customer is kept informed. When a site goes down, you take charge, open the bridge, call out the right engineers and keep everyone updated. Between incidents you coach your analysts, check their quality and hand over cleanly to the next shift. We are hiring for our international clients.

What you will do

Lead a team of L1 analysts on every shift, balance phone and email queues, and keep minimum staffing at all times
Watch queues, SLA timers and open P1 and P2 tickets in real time and step in before targets are missed
Run structured shift handovers and manage attendance, breaks and absence cover
Be the first point of escalation for analysts, customers and resolver teams, and handle complaints
Chase internal teams and third-party vendors against agreed response and update targets
Declare or escalate major incidents, open a bridge within 15 minutes, call out on-call engineers and send updates to customers and stakeholders
Keep a timestamped incident timeline and support post-incident reviews
Audit tickets and calls, coach analysts, and support recruitment and onboarding of new analysts
Produce the shift report, spot recurring issues and improve scripts and processes
Make sure your team follows security policies and never bypasses a safety device

What you need

At least 3 years in a service desk, technical support or operations centre role, including at least 1 year leading or supervising a team in a 24x7 or shift environment
Hands-on experience managing incidents and major incidents, running bridges and communicating with senior stakeholders under pressure
Excellent spoken and written English, with clear, concise incident updates
Strong customer skills: you calm frustrated customers, set realistic expectations and hold vendors to account
Experience coaching analysts, auditing quality and giving constructive feedback
Confident user of an ITSM tool such as ServiceNow, ManageEngine, Jira Service Management or Freshservice, including queues, SLAs and reporting
Comfortable with basic reporting and Excel
ITIL 4 Foundation, or willing to achieve it within 3 months of joining
Willing to work 24x7 rotating shifts and take part in an on-call rota

Technical

Solid IT fundamentals: Windows, networking basics, remote-access tools
Able to pick up industrial automation concepts quickly and explain them clearly to the team

It helps if you have

Experience supporting industrial automation, manufacturing, logistics or food-sector operations
Exposure to PLCs, low-level control, warehouse control and management systems (WCS / WMS) or ERP integrations
Major incident management training or ITIL 4 practitioner modules
OT security awareness, such as the ISA/IEC 62443 Cybersecurity Fundamentals Specialist certificate
Experience in an outsourced or multi-vendor service model

What we offer

A leadership role in a new global service desk, helping shape its processes from day one
Structured onboarding with knowledge transfer and equipment training
A supported certification path: ITIL 4 modules, major incident management and OT security fundamentals
A career path to Major Incident Manager, Service Delivery Manager, Knowledge or Problem Manager, or Service Operations Manager

Apply for this role

Technical Service Desk Analyst, Level 1

Location: Indore, India, office-based
Working pattern: 24x7 rotating shifts, including nights, weekends and public holidays
Contract: Full-time, permanent
Start: December 2026, to complete training before the service goes live in January 2027
Reports to: The Shift Lead

You are the first voice customers hear when something on their site stops or slows down. You take calls and emails, understand what is happening, and use the triage map and knowledge base to fix it or get it to the right team fast. You own every ticket from first contact to confirmed resolution and help coordinate major incidents. Customer service comes first. We will teach you the automation technology, and if you already know it, even better. We are hiring for our international clients.