Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you ll love today! Position: Incident ManagerDepartment: IT / OperationsReports To: Manager - Global Service DeskLocation: Delhi/NCR, IndiaEmployment Type: Full-Time Job Summary: The Incident Manager is responsible for overseeing and managing the entire incident management process within the organization. This role ensures that IT incidents are promptly and effectively addressed to minimize business disruption and maintain high levels of service availability. The Incident Manager coordinates with various teams to resolve incidents, conducts root cause analyses, and implements improvements to prevent future occurrences. Key Responsibilities: 1. Incident Management: Monitor and manage the incident lifecycle from identification through resolution. Ensure timely and e ective communication with stakeholders during incidents. Coordinate with technical teams and third-party vendors to resolve incidents. Ensure incidents are classified, prioritized, and resolved according to established protocols. 2. Incident Response and Resolution: Lead incident response e orts and ensure adherence to incident management processes. Facilitate root cause analysis (RCA) for major incidents and ensure corrective actions are implemented. Oversee the incident resolution process to ensure timely and accurate resolution of issues. 3. Process Improvement: Continuously evaluate and improve incident management processes and procedures. Implement best practices for incident handling and response. Identify trends and patterns in incidents to proactively address recurring issues. 4. Reporting and Documentation: Maintain detailed records and documentation for all incidents, including incident reports and RCA findings. Prepare and present regular incident management reports to senior management. Track and report on key performance indicators (KPIs) related to incident management. 5. Team Coordination and Training: Coordinate with IT teams, service desk, and other departments to ensure effective incident resolution. Provide guidance and support to team members involved in incident management. Conduct training and awareness sessions on incident management best practices. 6. Stakeholder Communication: Communicate incident status and resolution updates to stakeholders, including end users and management. Manage expectations and provide clear, concise information during major incidents. 7. Compliance and Risk Management: Ensure adherence to ITIL (Information Technology Infrastructure Library) and other relevant frameworks and standards. Assess and mitigate risks associated with incidents and ensure compliance with organizational policies. 8. Major Incident Management: Act as the escalation point for major incidents and lead the major incident management process. Coordinate crisis management activities and communicate with senior leadership during high-impact incidents. Qualifications: Education: Bachelor s degree in Computer Science, Information Technology, Business Administration, or a related field. Relevant certifications (e.g., ITIL, Certified Incident Handler) are a plus. Experience: Minimum of 5 years of experience in incident management, IT operations, or a related field. Proven experience managing high-impact incidents and working with cross functional teams. Skills: Strong understanding of incident management processes and best practices. Excellent problem-solving and analytical skills. E ective communication and interpersonal skills. Ability to work under pressure and manage multiple priorities. Experience with incident management tools and IT service management platforms (Service Now). Technical Knowledge: Familiarity with IT infrastructure, applications, and network technologies. Knowledge of ITIL framework and other relevant industry standards. Working Conditions: Ability to work in a fast-paced environment with the possibility of handling incidents outside of regular business hours. Able to work in 24x7 environment Should be able to work from o ice as and when required. If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you ll love today! POSITION PURPOSE: As an RPA developer, you will be responsible for expediting the automation of business processes and tasks by designing, developing, and deploying robotic process automation (RPA) solutions. You will assume a full-stack role and work with high-level design and development of automated solutions. JOB DESCRIPTION Responsibilities Develop, deploy, and maintain solutions in robotic process automation platforms, primarily Microsoft Power Automate. -Perform technical and functional designs and unit test automation processes. -Provide code reviews to ensure accuracy, speed and quality of automated solutions. -Work with the RPA solutions team to define development standards and practices. -Monitor and manage solutions running in production environment. -Research, analyze and implement leading edge technologies to enhance the stability and performance of robotic process automations. -Create and maintain technical documentation for deployed RPA solutions.-Work collaboratively with team members and stakeholders to ensure successful implementations and adoption of robotic solutions. Primary Skills: - 1. Experience with popular RPA technologies platform such as Microsoft Power Automate and UiPath2. Under the Various Power Platform suits of products and have worked on them3. Strong troubleshooting skills for debugging and fixing automation solutions.4. Strong analytical and problem-solving skills with the ability to think outside the box.5. Collaborative and team-oriented with excellent communication skills.6. Experience with Advance Excel, MS-SQL, and XML/JSON a plus.7. Experience with automation in Dynamics 365/CRM and Power BI is a plus8. Proficiency in HTML and CSS is a plus Secondary Skills: - 1. MS-SQL, and XML/JSON a plus2. Dynamics 365/CRM and Power BI is a plus3. Microsoft Azure4. Proficiency in HTML and CSS is a plus5. RPA technologies like Automation Anywhere, Blue Prism is a plus If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Position Purpose: The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives. Job Requirements: Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Everise policies, procedures and guidelines, this position has the following responsibilities Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude Responsible for following the Incident Management Process within Everise such as: Logs and tracks incidents and requests from identification through resolution Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete Documents resolutions and updates self-help and knowledge bases Responsible for following the Security Management Process within Everise such as: Password Resets NT Login Creation User access modification Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident Perform other duties as assigned Qualifications: Candidate must possess a Bachelors/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent Minimum1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail Experience using current or recent Windows desktop platforms and current or recent MS Office suite Experience supporting LAN s, PC Hardware configuration, PC operating systems, and desktop software Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.) Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite Self-motivated and professional with excellent verbal and written communication skills. Customer-focused Articulate and methodical Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems Willing to work on shifting schedules, holidays, and weekends Strong understanding of ITIL Work experience in an environment that follows ITIL Best Practices Incident Management experience- Managing incidents including business expectations and communication If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Position Purpose: The Database Administrator supports configuration, design, migration, performance monitoring, security, troubleshooting, backup, and data recovery of the SQL data warehouse. The role works closely with other IT functions to support mission critical business functions driven by data processing. This position requires a fundamental understanding of the business/operational requirements to determine successful data storage/warehousing, performance, and backup strategies. The successful candidate will be proficient with all aspects of data warehousing, advanced analytics, and process automation and has responsibility for a range of exciting and varied projects. Job Requirements: Responsible for all database servers in production, test, and development environments. Allocating system storage and planning future storage requirements for the database system Modifying the database structure, as necessary, from information given by application developers Monitoring and optimizing the performance of the data warehouse Planning for backup and recovery of database information Managing and monitoring data replication Backing up and restoring databases Writing data specifications for import/export operations Scheduling and support of data integrations Applies knowledge of industry trends and developments to improve data processing Effectively communicates and interacts with project teams using SharePoint team site Contacts database vendor for technical support Other duties as assigned Qualifications: 4-year degree in data related IT field; and/or 4 - 6 Years experience with T-SQL data warehousing with a focus on integration and automation; or combination of education and experience Microsoft SQL Server 2008 R2, 2012, 2014, 2016 Microsoft SQL Server Management Studio Microsoft SQL Server Reporting Services (SSRS) Microsoft SQL Server Integration Services (SSIS) Microsoft SQL Server Analysis Services (SSAS) SQL Server development including stored procedures, creating queries, optimization Understand the impact of data quality and integrity on the Business with the ability to identify process improvements which enhance business performance Ability to manage multiple projects, activities and tasks simultaneously Ability to work off-hours as required Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers Core Competencies: Project management and communication skills Knowledge of database theory and design Expertise with Microsoft RDBMS Fluency writing advanced T-SQL statement Understands technical and functional design requirements Prioritizes multiple tasks effectively If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Position Purpose: The Senior Manager - Talent Acquisition will work with all domestic sites ensuring hiring goals are consistently met. Evaluate all recruitment technology & advertising resources and make recommendations. Work closely with the domestic talent acquisition teams to roll out talent acquisition strategies, programs and initiatives tailored to regional/local hiring requirements. Track all key metrics by creating necessary reports that show the effectiveness of each recruiting strategy and make recommendation to modify direction or plans as appropriate. Job Requirements: Maintain regular communication with each US based TA Manager to gain a deep understanding of current and future recruitment needs Daily Leadership and guidance of the Talent Acquisition team In line with global talent acquisition strategy, proactively support local Talent Acquisition (TA) teams via optimization of recruitment infrastructure, best practices and regional TA strategy implementation Work with functional leadership teams with a focus on Operations and HR to implement consistent processes and tools that support quality recruiting while ensuring compliance with company policies and requirements for federal, state and local regulations Measure the effectiveness of recruitment programs as well as talent management programs Provide counsel and leadership to business leaders regarding recruitment that align with company s strategy Process and maintain open position reports Identify, evaluate and ensure that recruitment costs are within budget Research and recommend alternative creative solutions for recruitment challenges; job posting and internet recruitment management Translate new ideas into projects to be implemented across all US sites Based on business needs and working closely with Talent Management establish and maintain proactive Talent Pools for long-term strategic talent pipelining Develop appropriate channels and external events to roll out employer branding (branding through marketing team) Provide the lead in vendor management for all domestic sites Represent COMPANY talent acquisition to the external talent market as appropriate Qualifications: BA or BS in Business, HR, Marketing or related field of equivalent education OR equivalent level of experience (minimum 5 yrs. high volume recruiting) Minimum 5 years in a high volume recruiting function and a minimum of 2 yrs. in a leadership role Experience working in high volume recruiting industries preferred (Retail, Call Center, RPO) and/or experience working with a global or multinational company in BPO/Call Center industry Demonstrate a proven and successful track record in full life cycle recruiting Demonstrate a strong working knowledge of and success using individual and team metrics (financial and recruiting) and measurement systems to manage staff and improve profitability Able to build relationships with internal, external clients and candidates Able to communicate clearly with all customers (hiring managers and candidates) as well as all levels of the organization - including peers, direct reports, leadership and all recruiting process stakeholders Ability to work in a team environment with a high sense of urgency a must Experience using an ATS to manage recruiting process and for reporting purposes Experience working with social networking tools for recruiting Solid knowledge of and experience in both operational and functional excellence in recruitment Exceptional verbal and written communication skills, with an emphasis on clarity, tact and diplomacy Proficiency in MS Word, Outlook, Excel, PowerPoint, intranet and internet, Applicant Tracking Systems (ATS) and behavioral based interviewing Working knowledge of labor and employment laws as well as excellent problem solving If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

JOB DESCRIPTION Principle Accountabilities (Key Result Areas)Quality Management:Develop, implement, and manage a comprehensive quality management program for the contact center.Establish and monitor key performance indicators (KPIs) to measure and improve the quality of customer interactions.Conduct regular audits and evaluations to ensure compliance with established quality standards and playbook procedures!Collaborate with cross-functional teams to identify areas for improvement and implement corrective actions.Process Excellence:Lead the design, development, and optimization of contact center processes through Continuous Improvement projects.Implement and oversee process improvement methodologies such as Six Sigma and Lean methods.Analyze data and metrics to identify process bottlenecks, inefficiencies, and areas for improvement.Drive a culture of continuous improvement, fostering innovation and operational excellence through Continuous improvement projectsTraining and Development:Develop and deliver training programs to enhance the skills and knowledge of contact center staff.Collaborate with training teams to ensure that quality standards and best practices are integrated into training modules.Provide coaching and feedback to contact center agents to improve performance and adherence to quality standards.Stakeholder Collaboration:Collaborate with cross-functional teams, including operations, technology, and customer support, to align quality and process improvement initiatives with overall business objectives.Communicate regularly with senior leadership to provide updates on quality and process improvement initiatives.Work closely with external vendors and partners to ensure alignment with quality standards.Attributes & AttitudeLeadership skillsExceptional analytical and problem-solving abilities.Strong interpersonal and communication skills.Project Management AbilitiesContinuous Improvement MindsetQuality Management ExpertiseKnowledge Education: Bachelor's degree in any field.Experience: 3-5 years of progressive work experience in Quality Assurance, Process Excellence, or Continuous Improvement in a Senior Manager capacityLean or Six Sigma Black Belt CertifiedStrong understanding of quality assurance methodologies and process improvement frameworks.Demonstrated success in implementing Six Sigma, and Lean black belt projects and with tangible ROIsExcellent analytical and problem-solving skills, with the ability to interpret data and trends.Strong communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders.

Job Summary:As a Mid-Level Security Analyst (Manager Level), you will lead and manage day-to-day security operations and ensure the implementation and enforcement of security measures across the organization. Your role will involve assessing vulnerabilities, managing security incidents, and overseeing a team of security professionals. You will collaborate closely with IT, risk management, and other business units to maintain a secure infrastructure and ensure compliance with relevant security standards and regulations. Key Responsibilities:Security Operations Management:Oversee daily security operations and lead the Security Operations Center (SOC) team.Develop and enforce security policies, procedures, and guidelines.Manage vulnerability scanning, penetration testing, and threat monitoring activities.Ensure all security tools (firewalls, IDS/IPS, DLP, SIEM) are properly configured, maintained, and updated.Incident Response and Management:Lead investigations and response to security incidents, breaches, or cyberattacks.Perform root cause analysis and post-incident reporting.Ensure incident response plans are regularly tested and optimized.Threat and Vulnerability Management:Manage and review system vulnerabilities and threats, and implement risk mitigation strategies.Perform regular risk assessments and security audits to identify and address security gaps.Collaborate with DevOps and infrastructure teams to integrate security best practices in all systems.Compliance and Governance:Ensure compliance with security regulations, standards, and frameworks (ISO 27001, NIST, GDPR, etc.).Maintain up-to-date documentation of security controls and processes.Coordinate internal and external security audits, including audits related to compliance.Leadership and Team Development:Supervise and mentor junior security analysts and engineers.Provide guidance on career development, training, and certifications.Collaborate with HR and senior leadership to define security team goals and objectives.Vendor and Stakeholder Management:Liaise with third-party vendors to assess security tools and technologies.Work closely with other business units, such as IT, legal, and finance, to ensure security objectives are aligned with business priorities.Security Awareness and Training:Develop and implement security awareness training programs for employees.Foster a culture of security awareness across the organization.Required Skills and Qualifications:Education: Bachelor's degree in information security, Computer Science, or a related field.Experience:4-7 years of experience in cybersecurity or information security roles.Prior experience in a leadership or managerial role within security operations is preferred.Certifications (desired but not mandatory): CISSP, CISM, CEH, GSEC, or other relevant security certifications.Technical Proficiency:Strong knowledge of SIEM, firewalls, IDS/IPS, vulnerability management, and encryption.Experience with security frameworks such as NIST, ISO 27001, or CIS.Hands-on experience with incident response and management.Soft Skills:Excellent communication and presentation skills.Strong leadership, problem-solving, and decision-making abilities.Ability to work under pressure and prioritize tasks in a fast-paced environment.Key Performance Indicators (KPIs):Reduction in security incidents and breaches.Compliance with industry regulations and standards.Team development and performance improvements.Successful mitigation of identified vulnerabilities and risks.

Position Purpose: The Senior Manager - Network plans, directs, and coordinates the operations and architecture of network infrastructure to ensure the availability of the organization s IT assets. A critical function of this role is to define strategy, support organizational growth, and manage business and operational requirements/expectations. Develop, implement, and maintain policies and procedures to maximize the quality of implementations and support. Manages the implementation of new technologies and looks for opportunities to optimize existing infrastructure to improve services delivered to end users and clients across the company. Will have specific operational focus on metrics and infrastructure performance and availability via solid network architecture best practices to scales and meet dynamic business needs. Will also direct the work of a team of operational engineers and architects. Job Requirements: Technical Strong understanding and demonstrated experience in: eBGP/iBGP, OSPF, MPLS Layer 2/3, DMVPN/SD WAN and VRF/PfR Network security methodologies/frameworks (SIEM) and tools, including Cisco firewalls (NextGen/FirePOWER), Cisco AMP, IPS/IDS, IPsec VPNs, DLP, etc. WAN/LAN QoS, Load Balancing and LAN architecture (STP, HRSP, VSS etc...) SNMP, NTP, DNS, SSH, etc. Firm grasp in network troubleshooting, monitoring tools, and escalation processes with strong customer service skills Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions Lead the team through critical performance and stability issues in a timely fashion Proven experience in leading network operations, planning, design, deployment, maintenance and upgrades in a multi-national large enterprise consisting of multiple sites and data centers Accountable for capacity planning in relation to current and new architectures or environmental growth Ability to be on call for incident escalations and management Management Accountable for planning, scheduling and controlling daily network operations, including staff, resource scheduling and work prioritization Strong leadership skills with the ability to perform scheduling, control, and planning functions; demonstrated ability to influence individuals, l+X309ead teams and work effectively with senior management Must have the ability to work cross functionally in a virtual organization while interacting with multiple organizational business units Work with the business and technology leadership in prioritizing and achieving strategic objectives, and defining short and long term objectives for projects/platforms Regularly communicate status of program to all impacted stakeholders. Interface with management to validate short-term and long-term vision and strategies Develop, refine, and lead the team to document network policies, processes, procedures, and associated systems and drive their implementation and use Will be accountable for coaching and developing the team to always maintain a level of excellence, while providing a career path that meets business needs Ability to lead and quickly adapt to changes in process, requirements, goals, and organizational change Maintain key metrics to evaluate the effectiveness and efficiency of IT processes Lead vendor discussions regarding the purchase of services, hardware, application outsourcing, or consulting services Also perform monthly services reviews with quarterly assessments on how the vendor is aligning in terms of service performance and future business needs Review RFP responses, pricing of IT components, and recommend changes to processes/technology as per stakeholder requirements Initiate the evaluation of new technology/products and always promote the adherence of best practices and the need for scalability and simplification of operational support Participate in the IT annual operating planning process Manage to the departmental operational budget and ensure financial objectives are met Also contribute to the project budget planning process and manage against it Ability to translate technical recommendations into a visual format for presentation to non-technical stakeholders and clients Participate in defining the SLAs of vendors; participate in negotiations and make recommendations for selection Monitor and control service level of vendors Qualifications : Bachelor s degree in Computer Science, Engineering, and Mathematics or a related discipline, or equivalent work experience. 8+ years of progressively responsible work experience in network operations and architecture in a large, dynamic enterprise IT organization 7-10 years of IT management experience CCIE, CCNP,CCDP or other Cisco certification strongly preferred ITIL v3 certification preferred Excellent written and verbal communication skills If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Manage the Technical Account Management team for end-to-end IT execution Responsible for driving deeper level technical requirements during sales process in order to scope and estimate projects effectively Responsible for performing necessary research of third-party technologies, tools, and applications that are introduced during the presales process Responsible for setting overall direction for productive client engagements, reporting and management of processes to drive efficiencies Strengthen client relationships by coordinating solution engineering functions to address complex business problems that strengthen the Everise position with clients Define and validate project scope, design initial high-level solution architecture by partnering with technical teams, and estimate level of effort and cost Direct internal IT teams and partner with Sales and Client Services to engage and consult with customers to gather requirements for potential projects Define solutions that leverage existing Everise capabilities to address client needs and look for new technologies / capabilities that can drive overall profitability Coordinate the efforts of internal subject matter experts to present client solutions Lead by providing overall proactive management for all client related technical issues by leveraging standardized procedures and best practices for support to resolve production issues quickly Develop, refine, and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for the each client Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals Lead and participate in projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support Demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives Serve as a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes Be accountable for ensuring the team meets defined Service Level Agreements and compliance to all organizational policies procedures, programs and applicable legal requirements Directs and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives Qualifications: Bachelor s degree in related field required A minimum of 10 years of related experience in the BPO industry, IT services or consulting, managing teams of technology and/or technical account management professionals that implement technology services throughout a large enterprise 7+ years of experience with technical implementation customer projects Proven experience in project management, business development and/or pre-sales consulting Deep understanding of business and technology trends business development, relationship building, strategic planning Prior leadership experience managing a number of teams concurrently Experience with solving and operating business solutions requiring high availability, high scaling and low latency Strong knowledge in two or more of the following: networking, telephony, contact centers, CRM tools, application development, security, cloud, desktop, and operational support Consistently practices strong organizational, communication, project management, negotiation, problem solving and presentation skills Willingness and ability to travel If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.