Excis Compliance ltd

Role Description We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals. - Ensure consistent delivery of IT services aligned with SLAs, KPIs, and business requirements; manage service operations, monitor performance, and drive continuous improvements. - Implement and manage ITIL-based processes including Incident, Problem, Change Management, Service Request Fulfilment, and Service Level Management, ensuring alignment with ITSM best practices. - Utilize ServiceNow for incident logging, tracking, resolution, problem management, change approvals, service catalogue, and generate reports and dashboards for operational performance. - Provide oversight for break/fix support across desktops, laptops, servers, and infrastructure; support troubleshooting of Microsoft Windows desktop and Windows Server environments. - Act as primary contact for service escalations, conduct service review meetings, and ensure high customer satisfaction. - Lead major incident management, minimize downtime, and ensure root cause analysis with preventive actions. - Identify opportunities to enhance service efficiency and reliability using ServiceNow analytics and reporting. - Produce service performance and SLA compliance reports, track incident trends and operational metrics, and ensure adherence to governance, security, and compliance policies. Qualifications - Strong knowledge of ITIL-based IT Service Management with ITIL certification preferred. - Hands-on experience with the ServiceNow ITSM platform for managing service operations. - Proven experience in break/fix support environments with technical background in Microsoft operating systems and infrastructure. - Bachelor’s degree in IT, Computer Science, or related field with 5–10 years of experience in IT service delivery, operations, or technical support. - Strong leadership, communication, stakeholder management, and problem-solving abilities. Benefits - Be part of a collaborative and innovative global team driving industry-leading IT solutions. - Work remotely from anywhere with reliable internet access. - Professional growth and continuous learning opportunities. - Competitive compensation (commensurate with experience and local market rates). - Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.

Role Description PLEASE NOTE: THIS IS A FULLY REMOTE NIGHT SHIFT POSITION. WE’RE HIRING FOR AN IT DESKTOP SUPPORT ENGINEER IN NAVI MUMBAI, INDIA (REMOTE). Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive, technically sharp, and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment, communicates clearly, and takes ownership of resolving everyday technical challenges. - Client in 190+ countries - 6000+ Engineers - 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! What You’ll Do: - Serve as the first point of contact for IT incidents and service requests via phone, ticketing system, email, or chat; troubleshoot and resolve L1 issues including: - Windows/macOS login - VPN/remote access - Password resets/MFA - Printer/peripheral issues - Basic network troubleshooting - Office 365/Google Workspace support - Application installation/configuration - Account requests - Manage ticketing system by creating, updating, and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation. - Communicate clearly and empathetically with users; provide professional, timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems. - Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident, request, and escalation management. - Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management. Qualifications - 2+ years of IT helpdesk or technical support experience (preferred) - Solid understanding of Windows 10/11 - Basic macOS troubleshooting - Active Directory (password resets, account unlocks) - Office 365 admin basics - VPN/remote desktop technologies Requirements - Strong diagnostic and problem-solving skills. - Excellent English communication skills (written and verbal). - Time-management skills to handle multiple tasks. - Customer-centric mindset and positive, solution-oriented attitude. - Experience using ticketing systems (Jira, Zendesk, Freshservice, ServiceNow). - Familiarity with ITIL foundations. - Basic networking knowledge (DNS, DHCP, IP addressing). - Experience with cloud platforms (Azure, Google Workspace, AWS basic support). Benefits - Supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. - Competitive compensation. - Opportunity to contribute to a global IT leader that values innovation and excellence with offices in over 50 countries. - Clear performance expectations provide a defined growth path toward L2 support roles and beyond. - Comprehensive training and certification support covers CompTIA A+, ITIL foundations, and Microsoft credentials in a collaborative team setting. - Opportunities to work with modern tools, enterprise technologies, and cloud platforms like Azure and AWS.

Excis is a global IT support leader, driven by innovation and collaboration. We are seeking a skilled and proactive IT L2 Remote Support Engineer to provide advanced technical support for users and IT systems in a remote environment. The successful candidate will handle escalated technical issues from Level 1 support, troubleshoot complex problems, and ensure the reliability, security, and performance of IT infrastructure and endpoints. The role includes managing devices using Microsoft Intune and supporting cloud-based environments. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day. - Client in 190+ countries - 6000+ Engineers - 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! What You'll Do: - Provide Level 2 technical support for desktops, laptops, mobile devices, and network-related issues. - Troubleshoot and resolve escalated incidents and service requests from Level 1 support teams. - Provide remote support to users using remote desktop and endpoint management tools. - Manage and support Microsoft Intune / Endpoint Manager for device configuration and compliance. - Deploy applications, security policies, and device configurations through Intune. - Manage device enrollment, provisioning, and compliance policies for corporate devices. - Support Azure Active Directory / Microsoft 365 user accounts, permissions, and authentication issues. - Troubleshoot endpoint issues related to Windows devices managed through Intune. - Assist with patch management, device updates, and security policies. - Monitor system alerts and respond to incidents in accordance with SLAs. - Maintain accurate documentation of issues, troubleshooting steps, and solutions. - Collaborate with Level 3 engineers and infrastructure teams for complex issue resolution. Requirements What You Need: - Bachelor’s degree or diploma in Information Technology, Computer Science, or related field (or equivalent experience). - 3–5 years of experience in IT support or help desk roles. - Strong knowledge of Windows 10/11 administration and troubleshooting. - Hands-on experience with Microsoft Intune / Endpoint Manager. - Experience managing Azure Active Directory and Microsoft 365 environments. - Familiarity with networking fundamentals (DNS, DHCP, TCP/IP, VPN). - Experience using remote support tools and IT ticketing systems. - Knowledge of endpoint security, patch management, and device compliance. - Strong communication and customer service skills. - Ability to prioritize tasks and manage multiple incidents simultaneously. Benefits At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence. Ready to make a difference and grow your career? Apply now to join Excis in Sri Lanka and be at the forefront of IT support excellence!

WE'RE HIRING A SERVICE DELIVERY MANAGER (NAM & LATAM Region) Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals. - Client Presence: 190+ countries - Team: 6,000+ Engineers - Clients: 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! Key Responsibilities: - Service & Project Governance: Define and enforce service delivery standards. Supervise the end-to-end lifecycle of IT projects—from scoping and resource allocation to execution and closure. - Stakeholder & Vendor Management: Act as the primary point of contact for clients and executives. Manage third-party vendors to ensure contract compliance and service quality. - Operational Excellence: Oversee incident, change, and problem management processes, often within the ITIL framework. - Financial Oversight: Manage operational and CAPEX budgets, monitoring expenditure and ensuring the profitability of services. - Continuous Improvement: Identify bottlenecks in IT processes and implement innovative solutions or automation to enhance productivity. Requirements Experience: - 5–9 years of experience in IT Service Management or IT Infrastructure - 2–4 years of experience in leadership or supervisory roles - Proven experience managing Service Level Agreements (SLAs), incident management, and third-party vendors - Strong communication skills Education: - MCA or Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent qualification. - Diploma or equivalent professional education in the IT domain. Technical Skills & Certifications: - Proficient in ITIL principles and best practices. - Strong working knowledge of Microsoft Office tools including Excel, PowerPoint, and Word. - PMP, PRINCE2, or equivalent project management certification is highly desirable. - Excellent verbal, written, and interpersonal communication skills, with the ability to present ideas clearly and persuasively. Language: - Ability to speak and communicate in English and Spanish Benefits Why Join Excis? - Be part of a collaborative and innovative global team driving industry-leading IT solutions. - Work remotely from anywhere with reliable internet access. - Professional growth and continuous learning opportunities. - Competitive compensation (commensurate with experience and local market rates). - Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.

Role Description We are seeking a skilled and proactive Technical Support Representative L3 to provide advanced technical support for users and IT systems in a remote environment. The successful candidate will handle escalated technical issues from Level 2 support, troubleshoot complex problems, and ensure the reliability, security, and performance of IT infrastructure and endpoints. The role also includes managing devices using Microsoft Intune and supporting cloud-based environments. - Provide Level 3 technical support for desktops, laptops, mobile devices, and network issues. - Troubleshoot and resolve escalated incidents from Level 1 support teams using remote desktop and endpoint management tools. - Manage Microsoft Intune / Endpoint Manager, including device configuration, compliance policies, device enrollment, and provisioning for corporate devices. - Deploy applications, security policies, and device configurations through Intune. - Support patch management, device updates, and endpoint security. - Support Azure Active Directory / Microsoft 365, including user accounts, permissions, authentication issues, and troubleshooting Windows devices managed through Intune. - Monitor system alerts, respond to incidents within SLA requirements, maintain accurate documentation, and collaborate with Level 3 engineers and infrastructure teams for complex issue resolution. Qualifications - Bachelor’s degree or diploma in IT, Computer Science, or related field (or equivalent experience) with 3–5 years in IT support/help desk. - Demonstrating strong Windows 10/11 administration and troubleshooting skills. - Hands-on experience with Microsoft Intune / Endpoint Manager, Azure Active Directory, and Microsoft 365 environments. - Familiarity with networking fundamentals (DNS, DHCP, TCP/IP, VPN). - Proficient in remote support tools and IT ticketing systems. - Strong communication in Spanish and English, customer service, and documentation skills. - Ability to prioritize tasks and manage multiple incidents simultaneously in a remote environment. Requirements - Preferred: Certifications (CompTIA A+, Network+, MD-102 / Endpoint Administrator, ITIL Foundation). - Experience with Microsoft Autopilot, Azure administration, cloud infrastructure. - Working collaboratively with cross-functional IT teams. Benefits - Join a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and drives operational success. - Competitive compensation. - Opportunity to contribute to a global IT leader that values innovation and excellence.