Incident Manager/IT Service Desk

About GSPANN
Headquartered in Milpitas, California (U.S.A.), GSPANN provides consulting and IT services to global clients, ranging from mid-size to Fortune 500 companies. With our experience in retail, high-technology, and manufacturing, we help our clients to transform and deliver business value by optimizing their IT capabilities, practices, and operations. Counting on our ten offices, including four global delivery centers, and approximately 1400 employees globally, we offer the intimacy of a boutique consultancy with capabilities of a large IT services firm

L0/L1Triage - Frontdoor SME (Incident Manager/Service Desk)
Location-Fremont, CA (2-3 Hybrid work)
Job Type-Long Term Contract

Profile- Acts as the front door for platform requests and alerts, owns intake-to-resolution routing, and keeps issues moving to the correct L2, vendor, or IT team.

Key responsibilities:
Receive and triage incidents, service requests, and monitoring alerts.
Perform initial health checks using approved runbooks.
Capture clear issue details, business impact, evidence, and troubleshooting completed.
Route work to the correct specialist and coordinate cross-team escalation.
Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Required skills and experience:
Experience in enterprise IT operations, service desk, NOC, or application support.
Strong incident ownership, communication, and coordination skills.
Working knowledge of monitoring, ticketing, access management, and operational runbooks.
Ability to perform structured troubleshooting across cloud, data, and AI platforms.
Familiarity with ITIL or SRE practices is preferred.

Working at GSPANN GSPANN is a diverse, prosperous, and rewarding place to work. We provide competitive benefits, educational assistance, and career growth opportunities to our employees. Every employee is valued for their talent and contribution. Working with us will give you an opportunity to work globally with some of the best brands in the industry. The company does and will take an affirmative action to employ and advance in the employment of individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability status. GSPANN is an equal opportunity employer for minorities/females/veterans/disability.