Key Responsibilities
1. Incident Management
Monitor, log, and manage incidents and work orders for critical systems through the designated incident management platform.
Ensure all incidents are acknowledged, updated, and followed up within agreed Service Level Agreements (SLAs).
Track open incidents closely and coordinate with relevant teams for timely resolution.
Escalate critical or unresolved incidents in line with defined escalation protocols.
Ensure timely notification and effective communication is shared with all relevant stakeholders.
Prepare post-incident reports for business-impacting incidents, including detailed root cause analysis.
2. Facilities Helpdesk Operations
Receive, log, and manage facilities-related service requests through D365, CFS, or other designated helpdesk tools.
Ensure requests are recorded accurately with complete details for effective processing.
Classify and assign requests according to priority, severity, and service hierarchy.
Coordinate with engineering, facilities, and support teams to ensure timely action and closure of requests.
Follow up with requestors and service providers to confirm completion and service satisfaction.
Track recurring issues and support management with operational analysis and service improvement inputs.
Prepare daily, weekly, and monthly helpdesk performance reports.
Contribute to management reports and client-facing operational summaries as required.
3. Remote Monitoring Operations
Remotely monitor email, voice, and system-generated alarms for critical engineering and facilities systems.
Monitor Kode Lab or other building monitoring platforms for alarms, alerts, and faults across remote sites.
Record alarms and faults accurately on a shift basis.
Escalate alarms, abnormalities, or potential failures to stakeholders in accordance with SLA and escalation procedures.
Maintain complete monitoring logs and incident records for shift handover and audit purposes.
Compile and share alarm and fault trend reports with stakeholders on a periodic basis, including monthly reporting.
4. Work Permit Coordination
Prepare and circulate weekday and weekend work permit reports within defined timelines.
Record and track work permit status communications accurately.
Prepare end-of-work reports for weekday and weekend activities in accordance with SLA requirements.
Maintain proper documentation of planned work activities, permit status, and completion updates.
Compile monthly work permit summaries and circulate them to relevant stakeholders.
5. Reporting and Documentation
Prepare and share end-of-shift duty logs with internal teams.
Prepare weekly histograms, dashboards, and summary reports for internal stakeholders and clients.
Generate daily alarm and fault reports for critical monitoring systems.
Prepare weekly incident performance reports for management review.
Prepare monthly management reports covering incidents, service requests, alarms, trends, escalations, and operational performance.
Support ad hoc reporting requirements as requested by management or clients.
Maintain accurate and complete operational documentation for audit, governance, and service review purposes.
Candidate Profile
We are looking for a proactive and dependable professional with strong coordination, communication, and reporting skills. The ideal candidate should be comfortable working in a command center or helpdesk environment and capable of supporting critical operations with accuracy and urgency.
Minimum Requirements
Education
Diploma or bachelor’s degree in engineering, Facilities Management, Technical Operations, or a related discipline preferred.
Experience
Relevant experience in engineering operations, technical helpdesk, facilities helpdesk, command center operations, incident management, or remote monitoring environment.
Experience working with ticketing systems, helpdesk tools, monitoring platforms, or incident management software will be an advantage.
Exposure to facilities operations, engineering services, building systems, or critical environment support is preferred.
Technical Skills
Working knowledge of incident management systems, helpdesk tools, and monitoring applications.
Familiarity with D365, CFS, Kode Labs, or similar operational platforms is desirable.
Good proficiency in Microsoft Office applications, especially Excel, Word, and Outlook.
Ability to prepare accurate reports, trackers, and operational summaries.
Core Competencies
Strong organizational and time management skills.
Ability to prioritize tasks in a fast-paced operational environment.
Excellent attention to detail and documentation accuracy.
Strong written and verbal communication skills in English.
Good stakeholder coordination and follow-up capability.
Ability to work collaboratively with engineering, facilities, vendors, and internal support teams.
Customer-focused mindset with a strong sense of ownership and accountability.
Ability to respond calmly and effectively during critical incidents.
Work Schedule and Availability Requirements
Candidates applying for this role must be willing and able to meet the following operational requirements:
Rotational shift work is mandatory
Must be willing to work on weekdays, evening, night, weekend, and holiday shifts based on business requirements
Must be open to weekday week-offs instead of standard weekend offs
This is a 6-days-a-week operational role
Candidates should be comfortable working in a 24x7 support environment
Flexibility to work extended hours or additional shifts during critical operational situations is required
Preferred Candidate Attributes
Experience in a Global Facilities Command Center, Helpdesk, or similar operations center environment
Understanding of SLA-driven service delivery
Ability to manage multiple open tasks simultaneously without compromising quality
Strong escalation management and stakeholder communication skills
Team-oriented attitude with a collaborative and professional approach
Ability to identify recurring issues and contribute to process improvement initiatives
Why This Role Matters
This position plays an important role in ensuring continuity, responsiveness, and service excellence across global engineering and facilities operations. The successful candidate will serve as a central coordination point for incidents, service requests, alarm monitoring, reporting, and stakeholder communication, helping ensure operational stability and compliance with service standards.
Location
On-site –Bengaluru, KA
Scheduled Weekly Hours
48
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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