Senior Engineer - Cloud & Infra Management

Preferred Skills and Proficiency Expectations

• Problem Solving & Escalation Management
• Data Quality
• Organization skills with attention to detail and follow through to resolve any outstanding issues
• Technical aptitude with ability to learn quickly
• Time management and administrative skills
• Written and verbal communication; manage internal and external client communications
• Discretion, professionalism, confidentiality and judgment
• Computer literacy & working knowledge of Microsoft Office, Windows, printers, phones
• Team player with interpersonal skills
• Self‑motivated with a positive attitude and approach
• Flexibility to take on additional responsibilities and tasks when required
• Flexibility to work overtime when required

• Receive and log internal and/or external customer problem requests/issues, ensuring proper documentation.
• Identify customer requests/problems, follow defined procedures to resolve them, document troubleshooting efforts, and transfer calls or notify responsible parties for resolution.
• Notify and escalation of incidents to ensure problems are communicated and receive proper management attention.
• Develop and maintain knowledge of the customer’s specific business environment.
• Understand customer Service Level Agreements and department/product key performance requirements.
• Maintain product and industry knowledge and participate in on‑the‑job and classroom training.
• Share required information for the team’s success.
• Demonstrate understanding of the customer’s business needs and maintain high customer satisfaction ratings.
• Maintain incident and knowledge management tools, client information systems, and service desk procedures.
• Seek opportunities to improve knowledge, skills, and performance through reviewing knowledge base content, practicing skills, and being receptive to coaching.
• Follow up on incidents with customers to ensure satisfaction.
• Identify root causes for customer dissatisfaction and recommend solutions to improve overall satisfaction.
• Handle senior‑level escalations or customer complaints via various sources.
• Assist with monitoring and tracking incidents to ensure resolution within Service Level Agreements.
• Resolve non‑call customer contact requests received via web or email.
• Deliver new‑hire and refresher training.

• Comprehensive Medical Plan (Medical, Dental, Vision)
• Short‑Term and Long‑Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Paid Paternity and Maternity Leave
• Vacation Time, Sick Leave, Paid Holidays

The salary range displayed reflects the minimum and maximum salary target for the position across all U.S. locations. Individual pay is determined by work location, job level, and relevant factors including skills, experience, and education. Depending on the role, additional compensation may include annual performance‑based bonus, sales incentive pay, or other variable compensation.

LTIMindtree is an equal‑opportunity employer that is committed to diversity in the workplace. Employment decisions are made without regard to race, color, creed, religion, sex, disability, or any other characteristic protected by applicable law.