949 Escalation Management Jobs - Page 30

Management of Major and Severe impacting incidents primarily involving large scale infrastructure, issues or high risk data / application issues. This includes but is not limited to: Time sensitive communication to the business partners and others when SLA/Customer impact is identified. Running both technical conference bridges and business update calls. Collating technical and business impact. Driving decision making for incident resolution with the goal of minimizing impact to the business. Escalation to Senior IT Management. Providing incident updates to stakeholders. (Service announcements). Capturing incident follow ups and assisting in compiling Post Mortems. Identifying stability trends and escalating them through the Problem Management process. Coordinating decision-making and communication of critical, emergency break fix work by chairing conference calls and publishing formal communication. This includes working with business unit aligned IT teams to coordinate critical business events. (i.e. emergency changes). Work with all IT teams in an effort to improve the overall stability of the production environment Producing metrics for daily, weekly, and monthly circulation with focus on kpi s, trending, and analysis for IT groups and Management. Skills Required: Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential. Strong organizational skills and the ability to manage multiple tasks simultaneously. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution. Client focus and ownership - use of own initiative and a proactive approach to work. 3 + years of work experience in incident/problem Management.

In this role you will work closely with the software development and product teams to deliver high quality, scalable products deployed around the world. You will collaborate with the product teams to deliver the best product with most efficient use of resources and technologies. You will work with all the stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, balance the business needs versus technical constraints and encourage risk taking behavior to maximize business benefit. Successful candidates will have a technical background, be detail driven and have excellent problem solving abilities. You should not only be passionate about delivering extensible, on-time solutions, but should also be obsessed with contributing to the development of high-performance teams through rigorous goal-setting, disciplined attention to performance metrics, continuous process improvement and mentorship. Does the challenge and ownership that comes from leading and driving large, cross-organizational projects and initiatives for one of the largest online marketplaces excite you? Do you enjoy working in an entrepreneurial environment solving complex technical problems and delivering innovative solutions? In this role you will work closely with the software development and product teams to deliver high quality, scalable products deployed around the world. You will collaborate with the product teams to deliver the best product with most efficient use of resources and technologies. You will work with all the stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, balance the business needs versus technical constraints and encourage risk taking behavior to maximize business benefit. Successful candidates will have a technical background, be detail driven and have excellent problem solving abilities. You should not only be passionate about delivering extensible, on-time solutions, but should also be obsessed with contributing to the development of high-performance teams through rigorous goal-setting, disciplined attention to performance metrics, continuous process improvement and mentorship. You must be able to: Interact with Project Sponsors, Technical Program Managers and multiple Development Teams to define and deliver complex features. Lead the effective and efficient delivery of the large, complex projects. Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. Maximize resources for the greater good of the organization. Identify, assess, track and mitigate issues and risks at multiple levels. Create, maintain and disseminate project information to stakeholders. Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities. Basic Qualifications: 3+years experience managing complex technology projects Prior experience with agile methodologies Experience with project delivery for large, cross functional projects Experience developing Internet products and technologies Bachelor s Degree or 4+years equivalent work experience Preferred Qualifications: Excellent written and oral communication skills Quantitative analytical abilities Proven problem solving skills Strong organizational skills Excellent technical skills Degree in computer science or engineering preferred Previous work experience as a software developer A day in the life Interact with Project Sponsors, Technical Program Managers and multiple Development Teams to define and deliver complex features. Lead the effective and efficient delivery of the large, complex projects. Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. Maximize resources for the greater good of the organization. Identify, assess, track and mitigate issues and risks at multiple levels. Create, maintain and disseminate project information to stakeholders. Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities. About the team Amazon Device OS team is responsible for building Amazon Common Software (ACS) for IoT devices as well as Fire OS. ACS for IoT devices is a software stack integrates that enables easy integration of Alexa Voice Services (AVS), Frustration Free Setup (FFS) and AWS IoT Device SDK for Device makers and silicon vendors. Fire OS is used across a wide family of Amazon devices including FireTV, FireTV Edition, Fire Tablets and Echo line of products. - 7+ years of working directly with engineering teams experience - 5+ years of technical product or program management experience - 3+ years of software development experience - 5+ years of technical program management working directly with software engineering teams experience - Experience managing programs across cross functional teams, building processes and coordinating release schedules - Experience owning/driving roadmap strategy and definition - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules - Experience defining KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership

Job Description: The Store Manager plans and directs the day-to-day operations of the store. Develop strategies to improve customer service, drive store sales, increase profitability, create store policies and marketing programs that will increase sales and grow the existing customer base. Maintain high store standards and conditions and foster a positive environment.Ensure customer needs are met, complaints are resolved and service is quick and efficient. Ensure all products and displays are merchandised effectively to maximize sales and profitability. Forecast staffing needs and develop a recruiting strategy to provide optimal staffing in all areas.May require a bachelor's degree or its equivalent of at least 5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Lead and direct the work of others. Responsibilities: Complete store operational requirements by scheduling and assigning employees; following up on work results Maintain store staff by recruiting, selecting, orienting and training employees Maintain store staff job results by coaching, counseling and disciplining employees; planning, monitoring and appraising job results Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements Ensure availability of merchandise and services by approving contracts; maintaining inventories Formulate pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends Market merchandise by studying advertising, sales promotion and display plans; analyzing operating and financial statements for profitability ratios Secure merchandise by implementing security systems and measures Protect employees and customers by providing a safe and clean store environment Maintain the stability and reputation of the store by complying with legal requirements Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies Maintain operations by initiating, coordinating and enforcing program, operational and personnel policies and procedures Contribute to team effort by accomplishing related results as needed Maintain inventory by implementing purchasing plans and staying in contact with vendors and shippers Provide training to improve the knowledge base of the staff and utilize cross-training methods to maintain productivity when employees are absent Work with vendors and manufacturers to bring in effective marketing displays for the sales floor and store windows Manage all controllable costs to keep operations profitable Manage stock levels and make key decisions about stock control Analyze sales figures and forecast future sales Analyze and interpret trends to facilitate planning Deal with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organizing training and development Ensure standards for quality, customer service and health and safety are met Respond to customer complaints and comments Organize special promotions, displays and events Update colleagues on business performance, new initiatives and other pertinent issues Tour the sales floor regularly, talking to colleagues and customers to identify or resolve urgent issues Maintain awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing Initiate changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market Promote the organization locally by liaising with local schools, newspapers and the community in general Store Manager top skills & proficiencies: Budgeting Accounting and Finance Retail Management Leadership Ability to Motivate Others Customer Focus Quick Learner Multi-Task Skills Team Player Pricing Staffing Market Knowledge Results Driven Sales Experience Verbal and Written Communication

Role & responsibilities Customer Grievance Management: Conduct 8 to 10 customer grievance meetings per month , ensuring prompt resolution and root cause analysis. Act as the escalation point for critical customer issues and follow through till closure. Customer Engagement & Relationship Building: Maintain regular interactions with all organic customers , ensuring high service satisfaction. Proactively extract inorganic business opportunities from the existing organic customer base. Reporting & MIS: Own and manage MIS and reporting related to customer interactions, grievances, service performance, and revenue opportunities. Provide actionable insights through regular dashboards and review reports. Internal Capability Building: Build hands-on expertise in internal tools and platforms like Oneil and Infosmart . Conduct product and process training sessions for the operations and customer service teams to ensure alignment and capability enhancement. Revenue Enablement: Leverage the Customer Service (CS) team to identify and generate inorganic leads and support revenue growth through special projects . Service Innovation: Encourage and implement out-of-the-box service improvement ideas , setting benchmarks for customer satisfaction. Contribute to strategic initiatives to improve operational efficiency and customer experience. Desired Skills & Competencies: Strong communication and interpersonal skills Analytical mindset with a keen eye for detail in reporting Ability to manage and lead customer-facing initiatives Proficiency in CRM or internal tools such as Oneil, Infosmart (training will be provided) Leadership in driving service excellence and innovation Experience in cross-functional coordination with Ops, Sales, and Product teams Qualifications & Experience: Graduate/Post-Graduate in any discipline 46 years of experience in customer support or service delivery, preferably in a mid-management role Experience in handling escalations, grievance redressal, and client relationship management is preferred Work Schedule: Full-time 5 days working (as per organizational norms) Location: Salt Lake, Sector V, Kolkata (On-site)

The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. Required Candidate profile Should have hands on experience in Ticket Categorization,Ticket Prioritization and SLA management.

We are seeking a proactive and experienced Customer Service Team Lead to manage and mentor a team of Customer Service Representatives. In this role, you will oversee day-to-day operations, ensure the team meets performance goals, handle escalated issues, and drive continuous improvement in customer satisfaction and service delivery. Key Responsibilities: * Supervise, coach, and support a team of customer service representatives * Monitor daily operations and ensure smooth team workflow * Schedule shifts and manage coverage to meet service level targets * Set clear performance objectives and conduct regular one-on-ones and performance reviews * Track KPIs (e.g., response time, resolution rate, CSAT scores) and ensure targets are met * Handle complex or high-priority customer issues and complaints * Ensure timely resolution of escalated tickets with empathy and efficiency * Identify trends, root causes, and opportunities for improving service processes * Prepare and present regular reports on team performance and customer feedback * Communicate updates, policy changes, and company goals to the team * Propose and implement changes to increase efficiency, quality, and customer satisfaction Requirements: * Bachelor's degree preferred (Business, Communications, or related field) * 24 years of experience in customer service, with at least 1 year in a leadership or supervisory role * Strong leadership, coaching, and conflict resolution skills * Excellent communication and interpersonal skills * Ability to multitask and prioritize in a fast-paced environment.

Role & responsibilities Proactive communication and address complex issues and assist L1 team - Efficient and professional technical customer support with high-level problem-solving skills. - Expert-level analysis and troubleshooting for complex issues. - Collaboration with L1 & L2 to improve support quality and efficiency. - Ability to effectively interpret user problems and provide solutions. - Comprehensive record-keeping and continuous learning. - Contribution to process improvements and team leadership. - Escalate complex or unresolved incidents as needed. - Maintain detailed records of issues and resolutions - Provide Technical Training. - Expertise in cybersecurity, application security, network security, and malware analysis. - Strong analytical skills with experience in conducting risk assessments, data analysis, and information security audits. - Ability to evaluate complex information, identify potential risks, and provide effective solutions. - Excellent problem-solving and critical thinking abilities. - Attention to detail with a focus on comprehensive security measures and compliance management. - Proven track record of working independently and as part of a team. - Manage and respond to security incidents and threats in a timely and efficient manner. - Implement and maintain security controls, policies, and procedures to protect information assets and mitigate risks. - Monitor security logs, alerts, and events to identify potential security incidents. - Conduct security assessments, and penetration testing to identify vulnerabilities and weaknesses. - Develop Preferred candidate profile Perks and benefits

Role Objective : Functional /Business Responsibilities: • Mange a team of approximately 10 20 CSRs • Ensures 100% of CSRs meet and or exceeds their overall KPIs (sales targets, customer satisfaction and experience, quality and productivity standards) • Provides consistent, balanced and timely performance feedback on CSR performance • Ensures a positive work environment, continuous learning and a high quality employment experience for your team • Provides leadership and manages to all operational standards • Along with fellow Team Leaders, meets and exceeds all department goals • Applies timely performance management standards and processes • Day to day sales/service request management • Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution • Coach, develop and engage the CSR to increase their abilities while enhancing their own careers • Creates strong morale and spirit in his/her team • Ensures that the plans for the day and / or potential “challenges to success” are communicated to all CSR • Recognizes the strengths and areas of improvements for all CSR’s, and has the ability to build developmental plans as appropriate • Sets clear objectives and measures outcome • Constructs compelling developmental plans and executes them • Partners with cross functional units to ensure effective execution of daily business targets • Blends people into teams when needed

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 ( Rotational off)

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 ( Rotational off)

Role Location : M3 Building , Acacia, Manyata Tech Park. To perform a variety of pre-settlement tasks and processes, such as perform pre-checks as specified, verify documents, prepare progress draw requests and other tasks in relation to the resolution of customer requests. To assist Production Lead as per Team Managers guidelines Accountability. What will your day look like Work completed within Banks set policies, procedures and standards and able to apply business knowledge in daily work Monitors progress on outstanding matters Gain understanding of customer queries/concerns by gathering necessary information. Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated. Recognise issues requiring escalation and act accordingly Develop sound relationships with ANZ customers ANZ staff by maintaining two-way communication Maintain strong verbal and written communications with stakeholders to ensure complex cases are handled accurately the first time Handling/Managing the macro/queues for Team in line with SLA (If required) Demonstrating phone etiquette with mandatory inbound / Outbound Call experience Process items/events with timeliness and accuracy Work Allocation, prioritising escalations and distributing work to team members Staff communications, staff meetings rostering and work distribution Resolve and/or escalate complex matters to the Manager in a timely manner Focus on continuous improvement of the process Be a back-up for the Production Lead and assist in the following activities: Accurate timely reporting of work results, escalation management, production management, provide on-floor support What will you bring To grow and be successful in the role, you will ideally bring the following: Minimum 2 to 3 years of experience in mortgage process (Australian mortgage process knowledge is an added advantage). Strong problem-solving, critical thinking abilities, communication email etiquette skills, attention to detail, and Adaptability. Proficient in making calls and workshop with Sales group/banking managers and other key stakeholders. Risk Assessment: Assess risk factors associated with loan documentation and verification. Ensure compliance with regulatory standards and identify areas for process improvement Process Improvement: Identify inefficiencies in the mortgage process and recommend improvements to streamline operations, reduce costs, or improve customer satisfaction. Team Collaboration: Work closely with upstream/downstream teams and other departments, to align process improvements and compliance. You re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we d love to hear from you. So why join us From the moment you join ANZ, youll be doing meaningful work that will shape a world where people and communities thrive. But its not just our customers wholl feel your impact. youll feel it too. Because at ANZ, youll have the resources, opportunities, and support you need to take the next big step in your career. Were a diverse bunch at ANZ in different roles, different locations, doing different things. Thats why we have a range of flexible working arrangements, so our people can make work, work for them. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more. At ANZ, youll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. Thats because were committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support. To find out more about working at ANZ, visit https://www.anz.com.au/careers . You can apply for this role by visiting ANZ Careers and searching for reference number 94923. Job Posting End Date 14/06/2025 , 11.59pm, (Melbourne Australia)

As a Senior Technical Program Manager, you will be responsible for identifying, scoping, and delivering end to end deliverables. You will apply both business and technical acumen in a fast-paced, ambiguous, and innovative environment. You thrive through building consensus and driving teams towards results. You will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. An ability to take large, complex projects and break them down into manageable pieces to deliver them in a successful and timely manner. Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role. You will join a highly technical and entrepreneurial culture defining and building the next generation of a fulfillment solution for 3rd party merchants and brand owners. : Develop and execute project plans with an impact across teams. Demonstrate the ability to provide both structured and creative thinking in a dynamic, evolving, multi team-based environment Demonstrate the ability to communicate effectively at multiple levels of management, building trust across the organization, and demonstrating discretion with sensitive information Show ownership and leadership skills in coordinating projects across multiple teams, driving them to successful conclusion while building strong, lasting relationships with both internal and external customers Be comfortable working in a fast-paced, ever-changing environment while driving teams to complete goals Demonstrate the ability to break abstract goals into attainable, measurable work items Manage a cross-functional process to translate the desired customer experience into a logically sequenced and optimized product roadmap and product releases - 5+ years of technical product or program management experience - 3+ years of software development experience - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - Experience defining KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership - Bachelors degree in engineering, computer science or equivalent

Hiring Operations Manager! 10+ yrs in staffing ops, Excel & MIS skills a must. Handle timesheets, invoicing, escalations & drive efficiency. MBA preferred. Timesheets & invoicing Engagement Escalations Improvement Reporting MS Excel & Communication

Role and Responsibilities : Team Leading for Collection recovery Team for Personal Loans Handling Collection of a personal loan for collecting EMI & Charges Look after customer queries and try to resolve the case in the best possible manner Updating daily achievements to Top Management/ Founders. Recovery head is responsible for managing and overseeing all collection activities within a designated state. This role involves implementing strategies to improve collection/recovery rates, Ensuring compliance, Agency management, Team management, Legal and MIS work,Hiring,Quality assurance,escalation management and customer satisfaction Overseeing staff members and ensuring the accurate and timely invoicing of customers. Setting payment collection goals and targets for the department. Creating and implementing a strategy to improve the collection of outstanding credit. Implementing collection policies and procedures to avoid excessive outstanding credit. Ensuring that the company policy on recoveries is followed and that it is in line with state and federal regulations. Implementing deadlines for invoicing and payment collection. Negotiating with customers in cases when nonpayment occurs. Preparing monthly feedback reports on payment collections. Remaining informed of any legislative procedural training regarding debt collection. Training and mentoring of staff members in the collections department. Desired Candidate Profile: Team Handling experience for 08 years Experience in Tele calling, NBFC. Good Communication Skills DRA Certification Spoken Language Proficiency: English , Hindi and any other India Language

Job Title: Operations Executive Location: WFH Shifts: Morning: 4:00 AM 9:00 AM (Part-Time) Days: Monday to Saturday (Sunday Off) Experience: 3-5 years in operations management. Employment Type: Part-time Job Overview: We are looking for a proactive and detail-oriented Operations Executive to manage the smooth delivery of live classes, provide real-time operational support, and contribute to continuous process improvement. This role demands high attention to detail, excellent communication skills, and a problem-solving mindset. Key Responsibilities: 1. Live Class Management Monitor live sessions to ensure they begin on time and run smoothly. Track teacher availability; coordinate and allocate substitute teachers when needed. Step in as a substitute tutor if required to ensure session continuity. 2. Technical Support Provide real-time assistance on platforms like Slack for any technical issues during classes. Troubleshoot basic issues related to Zoom or other virtual platforms. 3. Student and Teacher Engagement Address student feedback to enhance class experience and learning outcomes. Respond promptly to support tickets and queries from teachers. 4. Operational Excellence Maintain accurate records and documentation of daily operations. Handle teacher scheduling and substitution processes efficiently. Identify and recommend improvements for better process workflows. 5. Team Collaboration Work closely with other departments to ensure overall delivery success. Participate in cross-functional initiatives and take ownership of assigned operational tasks. Skills: Excellent verbal and written English communication. Strong organizational and multitasking abilities. Ability to stay calm and efficient under pressure. Basic technical troubleshooting skills (Zoom, Slack, etc.). High level of accuracy and confidentiality. International Experience is required. 3-5 years in operations; experience in EdTech and international client handling preferred. Qualifications: Education: Graduate (minimum); postgraduate preferred. How to Apply: Interested Candidates can share their resume on nicky.kumari@jobors.com .

As the SON Program Manager, you will be responsible for managing all technical management activities defined in the Customer contract, encompassing quality, risk, and time, from delivery approach preparation through deployment, customer acceptance, and the care phase. Acts as the primary technical interface and the first technical escalation point within the Customer project. You Have: Bachelor's or Master's degree in CSE/ECE/EEE/EI/IT with 12 to 15 years of Software Development Management , lead, and Software Project Delivery experience in SON/NMS/EMS Telecom applications, preferably on Multivendor OSS systems. Executive Management Interface with T1- Cusotmers, handlimng all communication, escalations & project reviews Abreast with latest technologies- AI/ML, Python Software development, Agile/SCRUM dev methodology. Lead the design and implementation of AI/ML-driven technical solutions, ensuring alignment with project goals and business needs. Focusing on data integration, model deployment, and scalability. Provide leadership and mentorship to the team on AI/ML best practices, including data preparation, model development, and optimization. Microservices integration into existing systems, ensuring seamless communication between services via APIs and event-driven architectures. It would be nice if you also had: Continuous improvements in product, process, and services. Optimization and automation of service delivery processes.Delivery of work items as per the defined scope, timelines, and processes. Release plan for work items, including technical risk assessment and incident management.Adoption of DevOps practices to ensure efficiency across all stages of delivery.Development and implementation of automation tools and reusable assets. Lead/Delivery of SW Development projects in SON/NMS/EMS Telecom applications. Technical contact and reference person for scope-based work items. Must be able to work independently and provide proactive leadership in a complex environment with multiple teams. Manages all technical management activities defined in the work item, which involve medium to large business volumes, medium to high complexity, and medium to high risk probability, in terms of quality, risk, and time, from delivery approach preparation through deployment, customer acceptance, and care phase. Supports the Project Execution Owner in project planning and delivery acceptance.Validates the workload involved and expertise needed related to technical tasks. Leads technical activities during the execution phase, System Acceptance, Multi-Vendor Interface Verification, Fault, and Technical Escalation Management. Working together with Project management and technical staff, manages all the technical management activities defined in the Customer contract with medium to large business volume and medium to high complexity and risk probability, in terms of quality, risk, and time from delivery approach preparation through deployment Customer acceptance, and care phase. Acts as the primary technical interface and first technical escalation point within the Customer project. Ensures operational continuity and smooth execution.

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 ABAP. Experience: 5-8 Years.

CMG Manager Operations (Customer Management Group) Responsibilities - • Complaint resolution and vendor management skills. • Customer relationship management skills. • End to end implementation of Next Products. • Complete ownership of Complaint resolution. • Ensuring collections of dues from assigned schools. • Ability to Lead/Motivate and Coach the Team. • Efficient Vendor Management Skills. • Should manage CRM (Implementation Section, Complaint Section, Timesheet Entry Module & • Report, Usage Data Report, Claims & Imprest Section, Preventive Maintenance Report) • Should conduct PM audit as per the process set for Manager - CMG • Should plan collection and complaints/installation at the end and beginning of every day. • Should ensure TAT on all installations and support activities. • Need to Adhere to the KRAs. • Responsible for ERP Implementation. Responsible for Training on NLP/ERP and Teach Next/Digital classes/Computer Curriculum, should impart quality training to customer/internal team. • Responsible to ensure timely payment from assigned school. • Should follow the ERP Implementation process Site Survey” till “Completed” covering all phases Responsible for satisfactory customer experience in Next Product. • Should plan collection and complaint/installation at the end and beginning of everyday. • Should pay attention in kick-off meeting and put clear understanding on the customer expectation before gives “OPS Go Ahead” for ERP Implementation. • Should actively be involved in First Time Resolution (FTR) on all ERP complaint registered in CRM by internal and external customers. • Ensure optimum usage of Next NLP/Products. Need to Adhere to the KRA’s. • Account Manager / ERP Implementation (School ERP)

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 UI5 and Fiori.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Previous job Next job JOB DESCRIPTION MUMBAI GENERAL OFFICE Job Description Currently, Braun after sales in India is managed by a Full-Service Distributor and a network of service centres which help take care of services like 1/ In-warranty and Out-warranty information 2/Repair and Replacement services. The after sales specialist will be end to end responsible for running this system from complaint/ clarification received to redressal, ensuring timely closure. Also, management of spare parts, ordering, inventory holding, working closely with service partners like courier services, distributors, service centres, agencies etc will be part of scope. The individual will also be responsible for publishing weekly tracker for status check and escalation. Qualification Candidates must have a graduate degree with minimum 5 years of experience preferably in after sales in electronics/ appliances industry YOUR TEAM You will report directly to the India Braun Outcome Leader, working closely with the Braun After Sales Service distributor, complaint registration agency, other service providers like courier partners, service centres and their extended teams. HOW SUCCESS LOOKS LIKE Process Implementation: Successfully implement the monthly drumbeat of After Sales Coordinate and be the central SPOC for end to end After sales service providers Distributors, agencies, service centres Continuous Learning: Demonstrate agility in learning and acquiring new skills to adapt to evolving landscapes. RESPONSIBILITIES OF THE ROLE: Communication and Coordination : Collaborate with After sales service providers. Execution Excellence : Ensure timely closure of all complaints and queries. Monthly Reporting: Weekly reporting of status along with RCA and help needed to fix. Escalation Management : Assess and escalate critical findings or issues to senior leadership as needed. Job Qualifications ROLE REQUIREMENTS Collaboration and Leadership : Ability to work effectively in a matrixed, team-oriented environment, demonstrating leadership and collaborative skills. Interpersonal Skills: Strong interpersonal skills with the ability to problem solve, lead and influence. Communication Skills : Intermediate verbal and written communication skills in English.

Excellent understanding of O2C - Cash Application, Billing, Invoicing, Pricing & Collections O2C/AR Cycle Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency.