949 Escalation Management Jobs - Page 26

Role & responsibilities Key highlights of the role are listed below (purely indicative and not limiting): Strong analytical skills with sound knowledge issuance policies. In-depth knowledge of credit card management and issues and developments affecting the banking industry. Excellent interpersonal, communications and presentation skills with ability to work cross-functionally, across different business areas and seniority level, and to synthesis detailed information Strong leadership and management skills Interaction with Analytics, Underwriting , Sales, Marketing, Product, Operations and for a 360degree portfolio approach. Applicants should possess the following attributes: Effective Spoken & Written Communication skills in English and Hindi are a must. Patient listener. Capable of Decision Making. Good Interpersonal Skill. Customer centric. Hard Working Presentation skills to senior management

Job Summary:We are looking for friendly and confident Telecallers to join our team. Your job will be to make calls to potential customers, explain our services, answer their questions, and help generate leads or sales. You will also handle customer queries and keep records of calls. Key Responsibilities:- Make outgoing calls to customers and explain our services.- Answer incoming calls and provide information.- Keep a record of customer details and follow up with them.- Understand customer needs and suggest suitable services.- Maintain a positive and helpful attitude at all times.- Meet daily or weekly calling targets.- Work as part of a team to achieve company goals. Requirements:- Good communication skills in [mention languages, e.g., English, Hindi, etc.].- Basic computer knowledge to manage call records.- Positive attitude and good listening skills.- Ability to work under pressure and meet targets.- Prior experience in telecalling or customer service is a plus, but not required. Benefits:Training will be provided.Incentives and bonuses for good performance.Friendly and supportive work environment.Opportunity to grow in your career. Test yourself and see if you are a right fit for this job. Your scores will not be shared with the recruiter.

Introductory Marketing Language Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers. In this role, you will balance your focus on business results by offering options and finding solutions to help our customers with issues. Job Summary As a Payment Lifecycle Associate II within JPMorgan Chase, you will be directly responsible for the day to day operations supporting APAC Operations. Key responsibilities for this role include electronic and manual payments processing, ecommerce payments, Import invoice processing, FX payments, query and escalation management. You will be responsible for understanding the key metrics and risk components and manage the team to meet the financial goals and objectives put forth by the LOB, while partnering globally with the regions where the business operations are located. Through strong partnership with Business, Operations and Technology counterparts, youll work on various KPI and KRI deliverables. Job Responsibilities Manage overall management and oversight of APAC processes (Cross border remittance, FX payments, Invoice payments, etc. ) handled by GCC. Managing overall KPIs and KRIs of the processes. Be responsible for team performance, training, and feedback. Exhibit full knowledge and thorough understanding of payments lifecycle payments processing. Keep abreast of new technologies and applications, and their implications for assigned area. Recognize and drive regional improvement opportunities arising from local/global situations. Ensure all operation procedures are in compliance with industry and legal regulatory rules and guidelines both locally and globally. Build exceptional relationships with business partners and stakeholders. Ensure implementation of best practices across the assigned branches. Execute regional projects across the branches in Asia. Ensure all projects are delivered with high quality, on scope, on time, and on budget. Ensure sufficient internal controls and procedures to minimize risk, driving the risks and controls agenda. Required Qualifications, Skills and Capabilities Masters Degree (e. g. CA, ICWA, and MBA) with 10 years of post qualification experience or Graduate with Minimum Has at least 10 years Cash Operations/Product experience with a Bank/GCC. Working knowledge of various aspects of International Payment Processing Operations. Working/Expert Knowledge of SWIFTS international payment conventions practices is a must. Strong Interpersonal skills to be able to communicate internally externally and at all levels. Excellent written oral communication skills in English. Proven leadership and people management skills. Proven ability to build strong business relationships within the site and across the business. A proactive approach to problem solving, taking ownership of issues and having the determination to follow through. Escalate issues as appropriate. Ability to use creative problem solving techniques to solve business issues. Preferred Qualifications, Skills and Capabilities Candidates with exposure to APAC market would be preferred.

Role Responsibilities: Manage client services for GST, IT, ROC, and Trademark processes Handle escalations to ensure customer satisfaction and resolution Monitor and improve team productivity against service SLAs Coordinate cross-functionally for seamless service workflows Key Deliverables: Timely, quality delivery of compliance and legal services Escalation logs and resolution TATs with client feedback reports Weekly team performance and SLA/KPI dashboards Implementation of service improvements and training plans

Role Responsibilities: Manage client services for GST, IT, ROC, and Trademark processes Handle escalations to ensure customer satisfaction and resolution Monitor and improve team productivity against service SLAs Coordinate cross-functionally for seamless service workflows Key Deliverables: Timely, quality delivery of compliance and legal services Escalation logs and resolution TATs with client feedback reports Weekly team performance and SLA/KPI dashboards Implementation of service improvements and training plans

Handle MD, CHO level escalations, work & resolve negative comments on social media within 48 hrs It includes inbound & outbound calling Salary-6 lakh Payroll - Bank Work locations - Andheri Call 9773553319 9082104424 Sanika www.hyfly.in Required Candidate profile Graduate with 1yr min ORM, Social Media Experience only can apply Should be flexible with 9-10hrs rotational shifts starting at 9am, 10am, 11am & 12pm Age limit: 34 yrs Current ctc not more than 5 lpa

Client onboarding (managing Welcome meet, welcome calls and sending welcome emails) Follow up on collections & stamp duty payments Capture daily follow up on excel Executing stamp duty & registration formalities Following up on Loan docs, sanction & disbursement by co-ordinating with customers & bankers Escalation management Interested candidates can send your updated resume to swarna.murthy@anarock.com

We are looking for a dedicated and experienced Assistant Manager US Customer Support to lead and support our customer service operations focused on our US clientele. The ideal candidate should have a background in handling international customers, strong problem-solving skills, and experience in leading a team to deliver an exceptional customer experience. Key Responsibilities: Supervise day-to-day operations of the US customer support team. Ensure timely and effective resolution of customer inquiries via email, chat, and phone. Act as the point of escalation for critical or complex customer issues. Monitor team performance through KPIs and service metrics (AHT, CSAT, FCR, etc.). Coordinate with cross-functional teams (product, tech, QA, sales) to resolve customer queries and enhance satisfaction. Conduct regular team training, quality audits, and performance reviews. Ensure documentation, SOPs, and helpdesk resources are up to date. Provide daily/weekly/monthly reports on team performance and customer feedback. Collaborate with US-based stakeholders and internal leadership for strategic initiatives. Required Skills & Qualifications: Bachelors degree in any discipline (preferred: Business Administration, IT, or related field). 4-6 years of total experience, with at least 1-2 years in a supervisory/lead role in international (US) customer support. Excellent written and verbal English communication skills. Strong problem-solving ability and customer-first mindset. Hands-on experience with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira, Salesforce). Ability to manage and mentor a team effectively. Comfortable working night shifts aligned with US time zones. Nice to Have: Experience in FinTech, SaaS, or enterprise software domain. Knowledge of escalation management, SLAs, and workflow automation. Exposure to tools like Confluence, Google Suite, MS Office.

Visa Direct team is looking for an individual with a technical bent of mind and interest in product ownership to help us continue to grow and launch new features and services. The Senior Consultant Technical Product Manager is a hands-on role which includes the following responsibilities: Partner with business sponsors and business product managers to develop product strategy and roadmap Influence business stakeholders on the definition of product requirements Run white-boarding sessions with business sponsors and SMEs to develop solution for product requirements Take high level requirements and define detailed requirements for execution by the engineering teams Partner with business sponsors, architects and development leads to define product development plans and detailed roadmap Play the role of Product Owner during the Agile planning and execution cycle Be the product SME who provides requirements clarifications during execution cycle Address bottlenecks, provide escalation management, anticipate and make tradeoffs, balance the business needs versus technical constraints to maximize business benefit Engage with customers and partners on co-solutioning efforts and to drive product adoption in general Foster innovation, leverage new technologies and champion impactful positive change to owned product portfolio If you have strong analytical skills, a curious mindset, and a strong desire to create a career in technical product management, come talk to us. This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager. Basic Qualifications: 8+ years of relevant work experience with a Bachelor s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD, OR 11+ years of relevant work experience. Preferred Qualifications: 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD Technical experience in managing products built using Java technologies, API (SOAP & REST), Web & Mobile Development. Experience working in the Payments or FinTech space. Hands on experience in developing roadmaps, writing user stories, grooming product backlogs, and coordinating/prioritizing conflicting requirements in a fast paced, ever changing environment. Proficiency working in an agile environment. Track record of successfully delivering complex software systems or services. Exceptional collaboration and partnership skills with the ability to work in a global environment and drive consensus in cross-functional teams. Outstanding communications ability to a diverse customer audience, executives, product, and technology stakeholders. Solid business acumen. Fast learner on both technical and business side. Is proactive and operates with a sense of urgency and can do attitude. Strategic thinker who can balance big picture strategy with detailed, flawless execution. Ability to stay organized while managing competing priorities.

ROLE - Grp Manager Employee Partner (Engagement) LOCATIONSCANDIDATE SPECIFICATIONS Graduate Language Proficiency: English - Good, Local Language - Required Previous Experience: JOB DESCRIPTION Managing Employee Experience deliverables Primary deliverables will involve working with Site teams Will be responsible for ensuring day to day operating rigor and ensuring efficient workflow management, escalation management, stakeholder management and achieving the SLA levels The individual will be responsible for resolving employee and departmental query/service requests and program led employee connect and communication activities covering the entire employee life cycle The deliverables include Escalation Management of team deliverables Onboarding & Induction support o Case Management support Supporting Manager Requests for Interventions for Coaching / Counselling / Conflict Management Ensuring rigor in operational governance and providing critical data points to business partners Providing HR Product (Programs & Technology) Support

Required Skills Behavioral | Aptitude | Communication Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | Certifications in Project Management | Scrum Alliance Certification | CSM (Certified Scrum Master) Skills required: - Talent development : - Define and scope requirements and solutions with the team for problems identified by the business unit. - Identify the skills required for specified roles and help in recruiting the talent. Quality and Compliance : - Review the deliverables including test documentation and processes. Planning and Development : - Develop architecture, standards, and procedures for monitoring implementation and consider their integration with the balance of the IT infrastructure and support teams. Project Delivery : - Perform installation, upgrade, configuration, deployment, and administration of Enterprise Monitoring tool sets. - Escalation management of overall maintenance and support of the platform

Skill required: Sales Operations - Sales Enablement Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years What would you do Transforming sales to become a future-ready and digital B2B revenue engine.Backend sales operations , maintaing and creating sales reports , dash boardsEquip sales teams with the right content, training, and data to drive sales activity. What are we looking for "- Exceptional leadership, team-building and motivational skills- Gained substantial experience in the technology (High Tech and Software) sector, driving initiatives that improved online presence and customer engagement on a global scale- Result oriented leader managing teams of 150+ HC working in remote and hybrid environment.- Deep expertise in managing sales operations back office processes with knowledge of operations processes, tools and technology.- Successfully navigated and collaborated across diverse cultural landscapes in Americas, Europe and AsiaPacific, enhancing cross-border teamwork and communication- Proven record in complex problem solving and executive escalation management- Strong analytical and logical skills to interpret metrics and drive actionable insights- Fostering the teams with the mindset of innovation, out of box approach and use of new age technologies- Proficiency in change management, negotiation, and influencing stakeholders- Exceptional verbal and written communication skills, with fluency in English""- Project & Program Management- Six Sigma and/or delivery excellence industry practices or programs- Ability to establish strong client relationship- Ability to manage multiple stakeholders- Adaptable and flexible- Collaboration and interpersonal skills- Problem-solving skills- Commitment to quality- Negotiation skills- Process-orientation- Thought Leadership""ERP Skills: Salesforce, SAP (S4 Hana)Mandatory:PMPi certification or experienceOptional:Certified Black belt Six SigmaAdditional ERP skills (preferred):Incentive, Pricing, Order booking and fulfillment tools" Roles and Responsibilities: "Strategic Operations Leadership:Use forecasts and budget data to make informed decisions that drive success. Standardize business and people processes across sites for maximum efficiency and scalability. Design and implement operational strategies that optimize performance globally. Oversee infrastructure, facilities, and staffing to meet evolving business needs. Service Excellence & OptimizationMonitor operational metrics and analyze data to assess service quality and identify areas for improvement. Understand customer perspectives to enhance service delivery and ensure successful outcomes. Continuously enhance service procedures, policies, and standards to exceed customer expectations. Foster a culture of best-practice sharing within the Global Operations community. Understand customer perspectives to enhance service delivery and ensure successful outcomes. Workforce & Team ManagementBuild and lead a high-performing team of Operations and Site Managers. Assign responsibilities, provide mentorship, and encourage innovation for maximum impact. Oversee workforce management to meet SLAs, ensuring speed, quality, and efficiency targets are achieved. Champion HR best practices to create a positive, safe, and legally compliant work environment. Collaboration & InfluencePartner with Delivery Leadership, Department Heads and Country Leads to align strategies with company goals. Encourage cross-functional collaboration to identify and seize new revenue opportunities. Stay informed on industry trends to guide decision-making and keep operations future-ready. " Qualification Any Graduation

Job Summary Support Account Manager: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. This opportunity is located in Mumbai, India. Job Requirements Job Requirements - Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management - In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification. - Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - Understand ARS risks and SP parameters and able to articulate meaning to customer - Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings - Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS - Able to work as buddy for new hires, coach on standard job tasks - Able to participate and contribute in cross-functional teams and subject matter expert teams - Able to participate/contribute to initiatives and training to develop an areas of specialization - Have an understanding of storage market developments and storage service gaps - Ability to integrate diverse perspectives in critical situations to aid issue resolution Education Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree in Computer Science, Electrical Engineering, or related field; or 3--5 years and a Master’s degree; or equivalent combination of relevant education/training and applicable professional work experience.

Job Summary Support Account Manager: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Job Requirements - Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management - In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification. - Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - Understand ARS risks and SP parameters and able to articulate meaning to customer - Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings - Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS - Able to work as buddy for new hires, coach on standard job tasks - Able to participate and contribute in cross-functional teams and subject matter expert teams - Able to participate/contribute to initiatives and training to develop an areas of specialization - Have an understanding of storage market developments and storage service gaps - Ability to integrate diverse perspectives in critical situations to aid issue resolution Education Typically requires a minimum of 3-5 years of related experience with a Bachelor’s degree in Computer Science, Electrical Engineering, or related field; or equivalent combination of relevant education/training and applicable professional work experience.

Role Purpose The purpose of the Account HRBP role is to partner with the business to come up with and effectively execute targeted HR interventions, people practices, talent strategies for the accounts and also to drive end to end execution of central HR processes in the Account. Role Purpose The purpose of the Practice Head role is to enhance organizational capability within the practice they lead by providing strategic direction, enabling design and execution of sustainable, targeted programs, policies and processes that enable or sustain various aspects of talent development, engagement and retention in Wipro. Do - Strategy Development and Deployment - Support development of overall practice charter for the organization - Achieve talent capability improvements by creating and deploying annual plan based on business strategy, requirement analysis and emerging business realities - Determine optimal structure and roles in the team for increased efficiency and effectiveness - Program / Intervention Design and Development - Address specific practice related challenges by working with business leaders to understand the problem, designing and deploying specific programs, processes or interventions. - Drive contextualization as per unit requirements, in programs deployed - Direct future capability building within the practice by developing new programs in consultation with business leaders, academia and external parties - Increase effectiveness of existing programs, policies or processes by commissioning and overseeing program redesign and refresh - Enhance the team design and delivery capabilities by devising and implementing frameworks for program effectiveness measurement - Team Management and Development - Provide overall direction and guidance to the team for program design and delivery - Complete all people processes for the team such as performance Nxt, WLQ etc. as applicable - Build team capability by reviewing team performance and recommending learning / development intervention in consultation with the concerned teams - Support & motivate the team by - - Coaching team members to build expertise and skill within the function - Driving focus in the team by aligning them with annual plans and performance goals - Encouraging team to undertake self-development and capability building. Responsibility Employee Engagement: Drive Engagement through Regular Connects, skips, discussions, Top Talent Connects for the Account, Leadership Connects for the Account, Conduct Skip Level Meetings, Onboard new employees into the account including lateral, campus and those who have moved in from other accounts. Career Management: Enable career movements for employees in the account and create awareness of career paths Attrition Management: Proactively connect with employees to ensure problems are addressed, connect with managers, employees and conduct retention reversal discussions Guide exiting employees through attrition process and system transactions Talent Management processes: Drive executions of talent management processes in the account or anchor central HR processes as a SPOC for the account Ensure process coverage across Account, track progress of completion and follow up to get it on track. Drive specific HR interventions at the Account or anchor interventions as a SPOC for the Vertical e.g. I and D charter HR Support for Business Strategy Implementation: Partner with account heads and business to support business strategy and provide HR support for business aligned projects. Org Restructuring Support: Rebadging/Reverse Rebadging Compliance and Escalation Management: Handle escalations effectively and bring them to a satisfactory closure: PSH, Ombudsman, Non Compliance issues Talent/Cost Optimization Bench Management Take Timely action on all bench cases PIP Closure Drive PIP initiation, track regularly and close Take timely action for non-performance cases Qualification Full time Post Graduate in Human Resources from an premier institute. Relevant experience as HR business partner

Lead and manage the desktop support team, ensuring effective support delivery to users. Oversee day-to-day operations, managing incidents, requests, and desktop-related issues. Troubleshoot technical problems. We Are Looking For Immediate Joiners

Role Overview: We are seeking a seasoned Senior Manager Quality Engineering to lead our quality function. The ideal candidate will bring deep expertise in quality engineering practices, strong leadership skills, and a proven ability to manage large teams, resolve conflicts, and handle critical escalations with professionalism and maturity. Key Responsibilities: Lead and manage a large Quality Engineering team (35–50 members), ensuring effective performance, utilization, and team development. Drive escalation management, ensuring timely resolution and transparent stakeholder communication. Manage and resolve team and cross-functional conflicts, fostering a collaborative and productive work environment. Establish and maintain effective governance and QA best practices. Demonstrate strong client management skills, ensuring alignment and satisfaction. Define and execute test strategies, plans, automation frameworks, and QA metrics. Hands-on involvement in QE projects with a sound understanding of QE technologies, AWS, and engineering practices. Apply a strong understanding of Agile, DevOps, and modern SDLC methodologies.

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Nexapp Technologies Pvt. Ltd. is seeking a highly skilled and experienced Lead Technical Network Support - L3 to join our Network Operations Center (NOC) team in Pune. This role is critical in managing complex network issues, overseeing NOC operations, and leading a team of network engineers. The ideal candidate will have a strong background in network support, proven leadership abilities, and extensive experience with advanced networking technologies. Key Responsibilities: Team Leadership and Mentoring: Lead and mentor a team of L2 and L1 network engineers within the NOC, providing technical guidance and support. Develop and deliver training programs to enhance the skills and knowledge of the NOC team. Conduct performance evaluations, set goals, and offer ongoing feedback to team members. Advanced Network Support: Oversee and resolve high-level network issues, including those related to routing, switching, firewalls, and VPNs. Perform comprehensive analysis of network performance and reliability issues, implementing corrective actions as necessary. Ensure efficient management and support of network infrastructure, including both hardware and software components. Incident and Problem Management: Act as the escalation point for critical network incidents and outages, ensuring timely and effective resolution. Lead root cause analysis efforts for recurring issues and implement long-term solutions. Collaborate with other departments to resolve cross-functional issues and ensure comprehensive incident management. Escalation Management: Develop and manage escalation procedures to ensure the swift handling of critical network issues. Coordinate with senior management and stakeholders for complex or unresolved issues. Monitor and review escalated cases to ensure they are resolved efficiently, documenting lessons learned and driving process improvements. NOC Operations Management: Oversee day-to-day NOC operations, ensuring high levels of service availability and performance. Implement and manage operational procedures to maintain effective network monitoring and incident response. Ensure adherence to service level agreements (SLAs) and operational standards. Network Design and Optimization: Assist in planning and designing network architecture and infrastructure upgrades. Evaluate and recommend improvements to network performance, security, and scalability. Conduct capacity planning and performance tuning to ensure optimal network operations. Documentation and Reporting: Maintain detailed and accurate documentation of network configurations, changes, and troubleshooting activities. Prepare and present regular reports on network performance, incidents, escalations, and resolutions. Ensure compliance with internal and external documentation and reporting standards. Customer and Stakeholder Communication: Communicate effectively with internal and external stakeholders regarding network issues, escalations, and resolutions. Provide technical support and consultation to customers and other departments as needed. Manage relationships with vendors and service providers to address network-related issues. Requirements Qualifications: Education and Experience: Bachelors degree in Computer Science, Information Technology, or a related field. Minimum of 7-10 years of experience in network support, with at least 3-5 years in a leadership or senior technical role within a NOC environment. Technical Skillsets: Extensive experience with advanced networking technologies, including TCP/IP, BGP, OSPF, MPLS, and VPNs. Strong knowledge of network security concepts and technologies (e.g., firewalls, IPSec, SSL/TLS). Hands-on experience with network devices and equipment from vendors such as Cisco, Juniper, Fortinet, and others. Proficiency in network monitoring and management tools. Experience with network design, optimization, and troubleshooting. Soft Skills: Excellent leadership and team management skills. Strong problem-solving and analytical abilities. Effective communication and interpersonal skills. Ability to work under pressure and manage multiple priorities. Certifications (Preferred): Relevant certifications (e.g., CCNA CCNP , CCIE,) are highly preferable.

Description We are seeking a dynamic Team Leader for our International Call Center Customer Support / IT Helpdesk team in India. The ideal candidate will have a proven track record in leading teams and a passion for delivering exceptional customer service. You will be responsible for managing a team of support agents, ensuring they are equipped to provide outstanding service to our global clientele. Responsibilities Lead and manage a team of customer support agents in a high-volume call center environment. Ensure team performance meets or exceeds KPIs and SLAs. Provide training, coaching, and mentorship to team members to enhance their skills and performance. Handle escalated customer issues and provide effective resolutions in a timely manner. Monitor call quality and provide feedback to agents to improve service delivery. Collaborate with other departments to ensure seamless service delivery and customer satisfaction. Prepare and present reports on team performance and customer feedback to management. Conduct regular team meetings to communicate updates, policies, and procedures. Skills and Qualifications 4-9 years of experience in customer support or IT helpdesk environments. Strong leadership and team management skills. Excellent communication and interpersonal skills. Proficiency in customer relationship management (CRM) software and ticketing systems. Ability to analyze data and generate reports for performance tracking. Strong problem-solving skills and ability to handle escalated issues effectively. Familiarity with IT support processes and troubleshooting techniques. Ability to work in a fast-paced environment and manage multiple priorities.

Here are our day-to-day job responsibilities: Client Relationship Management: Develop and maintain strong relationships with clients, acting as the primary point of contact for all technical matters. Understand the client's business goals, challenges, and technical needs to align company solutions effectively. Technical Expertise: Acquire a deep understanding of the company's products, services, and technical capabilities. Stay updated on industry trends, best practices, and emerging technologies to provide valuable insights to clients. Needs Assessment: Collaborate with clients to gather their technical requirements and translate them into actionable plans. Identify potential gaps or areas for improvement in the client's current setup and propose appropriate solutions. Solution Delivery: Work closely with internal technical teams to design, implement, and customize solutions that meet the client's needs. Ensure the successful deployment and integration of products or services, providing technical guidance throughout the process. Need to manage projects for up to 10 seats. Create and manage those project timelines, deliverables, and milestones to ensure timely and successful solution implementation. Monitor project progress, identify potential risks, and proactively address any issues that may arise. Issue Resolution: Serve as a technical escalation point for any issues or challenges that clients encounter. Coordinate with technical teams to troubleshoot and resolve technical problems, minimizing downtime and disruptions. Training and Support: Provide training sessions to clients on how to use and maximize the benefits of the company's products and services. Offer ongoing technical support, guidance, and recommendations to help clients optimize their use of the products. Performance Tracking and Reporting: Define key performance indicators (KPIs) and metrics to measure the success and effectiveness of the solutions provided. Regularly report to clients on their solution's performance, highlighting achievements and suggesting areas for improvement. Customer Advocacy: Act as a voice of the customer within the company, providing valuable feedback to drive product improvements and enhancements. Advocate for the client's needs and interests to ensure their satisfaction and loyalty. Renewal and Upsell Opportunities: Renewal and Upsell Opportunities: Identify opportunities for upselling additional products, features, or services that align with the client's evolving needs. Support contract renewals by demonstrating the value and ROI of the company's solutions. Continuous Improvement: Continuously assess and refine the process to enhance client satisfaction and streamline operations. Need to review MSA and SOW as well to find scope of improvement. Seek feedback from clients and internal teams to improve service quality and effectiveness. In Crux, a Manager plays a pivotal role in ensuring that clients receive the utmost value from a service provider company's technical offerings. They act as a trusted advisor, guiding clients through technical challenges, fostering strong relationships, and contributing to the overall success of both the clients and the company.

Role: The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects. Do: Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project High level design, detailed design and develop technical / integration solutions to meet those needs Work with clients to understand their business needs and processes Participate in technical and technology workshops to understand and deliver integration requirements Drive client discussions to define the integration requirements and translate the requirements to the technical solution Provide training and support to end-users Write technical specifications and test plan for development team to ensure test driven development Manage projects and timelines Provide expert support to various projects and delivery engagements as and when required Drive innovation/transformation agenda in large existing accounts, provide delivery Provide delivery support and escalation management Interaction with SAP and with party partners Deliver: No. Performance Parameter Measure 1. Job Knowledge Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module 2. Customer Satisfaction As defined by clients SLAs 3. Manging change & Improvement Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project 4. Functional Leadership Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively 5. Customer Responsiveness Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner Mandatory Skills: SAP PI PO Integration Migration.

Role: The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects. Do: Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project High level design, detailed design and develop technical / integration solutions to meet those needs Work with clients to understand their business needs and processes Participate in technical and technology workshops to understand and deliver integration requirements Drive client discussions to define the integration requirements and translate the requirements to the technical solution Provide training and support to end-users Write technical specifications and test plan for development team to ensure test driven development Manage projects and timelines Provide expert support to various projects and delivery engagements as and when required Drive innovation/transformation agenda in large existing accounts, provide delivery Provide delivery support and escalation management Interaction with SAP and with party partners Deliver: No. Performance Parameter Measure 1. Job Knowledge Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module 2. Customer Satisfaction As defined by clients SLAs 3. Manging change & Improvement Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project 4. Functional Leadership Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively 5. Customer Responsiveness Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner Mandatory Skills: SAP CIG.

Should have experience with client handling and their escalation handling, immigration experience is a plus.

Role Purpose Role Purpose The purpose of the Practice Head role is to enhance organizational capability within the practice they lead by providing strategic direction, enabling design and execution of sustainable, targeted programs, policies and processes that enable or sustain various aspects of talent development, engagement and retention in Wipro. Do - Strategy Development and Deployment - Support development of overall practice charter for the organization - Achieve talent capability improvements by creating and deploying annual plan based on business strategy, requirement analysis and emerging business realities - Determine optimal structure and roles in the team for increased efficiency and effectiveness - Program / Intervention Design and Development - Address specific practice related challenges by working with business leaders to understand the problem, designing and deploying specific programs, processes or interventions. - Drive contextualization as per unit requirements, in programs deployed - Direct future capability building within the practice by developing new programs in consultation with business leaders, academia and external parties - Increase effectiveness of existing programs, policies or processes by commissioning and overseeing program redesign and refresh - Enhance the team design and delivery capabilities by devising and implementing frameworks for program effectiveness measurement - Team Management and Development - Provide overall direction and guidance to the team for program design and delivery - Complete all people processes for the team such as performance Nxt, WLQ etc. as applicable - Build team capability by reviewing team performance and recommending learning / development intervention in consultation with the concerned teams - Support & motivate the team by - - Coaching team members to build expertise and skill within the function - Driving focus in the team by aligning them with annual plans and performance goals - Encouraging team to undertake self-development and capability building. Responsibility Employee Engagement: Drive Engagement through Regular Connects, skips, discussions, Top Talent Connects for the Account, Leadership Connects for the Account, Conduct Skip Level Meetings, Onboard new employees into the account including lateral, campus and those who have moved in from other accounts. Career Management: Enable career movements for employees in the account and create awareness of career paths Attrition Management: Proactively connect with employees to ensure problems are addressed, connect with managers, employees and conduct retention reversal discussions Guide exiting employees through attrition process and system transactions Talent Management processes: Drive executions of talent management processes in the account or anchor central HR processes as a SPOC for the account Ensure process coverage across Account, track progress of completion and follow up to get it on track. Drive specific HR interventions at the Account or anchor interventions as a SPOC for the Vertical e.g. I and D charter HR Support for Business Strategy Implementation: Partner with account heads and business to support business strategy and provide HR support for business aligned projects. Org Restructuring Support: Rebadging/Reverse Rebadging Compliance and Escalation Management: Handle escalations effectively and bring them to a satisfactory closure: PSH, Ombudsman, Non Compliance issues Talent/Cost Optimization Bench Management Take Timely action on all bench cases PIP Closure Drive PIP initiation, track regularly and close Take timely action for non-performance cases Qualification Full time Post Graduate in Human Resources from an premier institute. Relevant