Duties & Responsibilities Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customers issue towards absolute resolution Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience good and enriching Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills Knows how to effectively multitask and prioritize workload Can effectively go thru the systems and process while carrying on a conversation with the customer Recommend available service options when necessary Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers Accurately document customer cases and pertinent details in internal CRM Reports feedback that affects the course of Operations in a day to day basis Upholds and promotes clients core values Meets productivity standards Competency Requirements With Basic Competency Level in ff : Common consumer electronics, technical products, networking and WIFI Windows and Mac operating systems Computer hardware With Expert Competency Level In Ff Customer service orientation Communication skills (oral and written) Computer navigation Sense of urgency Passion for excellence Working in teams / Interpersonal skills Work organization Product knowledge Analytical and Problem solving skills Reports To Team Leader and/ or Shift Manager Education And/or Experience Completed at least Senior High School At least 6 months of experience in technical support or customer service role or equivalent, familiarity with CRM and case management are preferred Work Environment The work environment is professional office workplace Physical Demands Requires graveyard work Schedule and shift flexibility May require non-consecutive rest days for the work week, overtime, weekend, or holiday work depending on business needs Work Demands Must complete and pass Product Specific Training and clear certification Must meet or exceed quality target Failure to achieve and sustain quality performance at or above the quality target may result in termination Able to establish, implement and continuously improve the quality information security policies assigned to him/her
Job Title: Real-Time Analyst (RTA) Department: Workforce Management (WFM) Employment Type: Full-time Role Summary The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights, Key Responsibilities Real-Time Monitoring & Queue Management Monitor real-time call, chat, or case queues to ensure service level goals are met consistently, Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans, Respond to spikes in volume or unexpected events (e g , call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions, Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns, Conduct pre-shift test calls and validate system readiness at the start of the day, Manage preand post-shift overtime to control people costs without compromising service levels, Raise red flags or risk alerts to operations for potential staffing imbalances, Reporting & Analytics Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates, Produce End-of-Day (EOD) and daily performance summaries for operational review, Track historical performance trends and provide actionable insights for continuous improvement, Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns, Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability, Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs, Coordination & Stakeholder Engagement Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules, Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges, Attend regular operations, WFM, and client meetings to provide updates and align on goals, Ensure accurate absenteeism reporting by monitoring sick line and validating absence data, Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas, Support outage management protocols by coordinating communication and resolution steps, Process Improvement & Support Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management, Support the design and implementation of new reporting templates or dashboards, Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models, Assist in training new RTAs or operational partners on real-time processes and tools, Preferred Skills & Qualifications 13 years of experience in WFM real-time monitoring or contact center operations, Any graduation and above Strong analytical skills with proficiency in MS Excel, WFM tools (e g , NICE IEX, Aspect, Verint), and ACD systems like Avaya/CMS, Excellent communication skills, both written and verbal, Ability to work under pressure, prioritize multiple tasks, and manage time effectively, Flexible to work across time zones, based on the programs Hours of Operation, Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs,
HGS is a global leader in customer experience management With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences Powered by a people first philosophy and experience serving over 1100 of the worlds leading brands, HGS is the perfect place to build your future! Job Summary We are seeking a highly skilled and detail-oriented Cognos BI Developer to design, develop, and deliver reporting solutions using IBM Cognos Analytics (v10 and v11) The ideal candidate will work closely with business users, analysts, and the BI team to gather requirements, develop insightful reports, and ensure data-driven decision-making across the organization, Key Responsibilities Collaborate with business users and client-side BI teams to gather and understand reporting requirements, Design and develop interactive and visually appealing reports using Cognos Report Studio and Query Studio, Build various report types including list reports, crosstabs, dashboards, and chart reports, Develop ad hoc reports to support dynamic business analysis, Create and manage prompts, filters, parameters, and conditional formatting to enhance report usability, Conduct thorough unit testing and validation to ensure reports meet business and technical expectations, Continuously improve report design to enhance performance and user experience, Troubleshoot and resolve issues related to report development and data inconsistencies, Provide documentation and user support as required, Required Skills Strong hands-on experience with IBM Cognos 10 & 11 (Analytics), Proficiency in Cognos Report Studio, Query Studio, and Framework Manager (a plus), Solid understanding of Data Warehousing concepts and BI best practices, Experience in SDLC phases: requirements gathering, design, development, testing, and deployment, Excellent communication skills and ability to interact directly with business users and client stakeholders, Strong problem-solving skills and attention to detail, Preferred Qualifications Bachelor's degree in Computer Science, Information Systems, or a related field, Knowledge of SQL and experience querying relational databases, Experience in performance tuning of Cognos reports, Familiarity with version control and BI delivery tools, As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood,
Manage the entire book closure process, ensuring accuracy and compliance with accounting standards Prepare and analyze financial statements (balance sheet, income statement, cash flow statement) for management review Supervised a team of accountants in month-end and year-end closing activities Develop and document accounting procedures and policies Proficiency in accounting standards will be plus Reconcile general ledger accounts and resolve discrepancies Collaborate with internal and external auditors during financial audits Utilize accounting software such as SAP, Oracle, NetSuite, etc,Identify and implement process improvements to enhance efficiency and accuracy,
Job Description As a Threat Hunter, you will be responsible for proactively identifying, analysing, and mitigating potential threats across our environments You will lead threat hunts, leverage data from multiple sources, and apply advanced techniques to detect suspicious behaviour and uncover threats Collaborating with cross-functional teams, youll refine detection strategies and enhance our overall security posture This is an exciting opportunity to make a significant impact by driving proactive security measures, Responsibilities Performing day-to-day operations as a trusted advisor on advanced threat hunt for team Leading "hunt missions" using threat intelligence, data from multiple sources and results of brainstorming sessions to discover evidence of threats, insider misconduct, or anomalous behavior Utilizing advanced threat hunting techniques and tools to detect, analyze, and respond to anomalous activities This includes Identifying threat actor groups and characterizing suspicious behaviors as well as being able to identify traits, C2, and develop network and host-based IOCs or IOAs, Finding evidence of threats or suspicious behavior and leveraging data to improve controls and processes; this will require a blend of investigative, analytical, security, and technical skills to be successful, Evaluating and making recommendations on security tools and technologies needed to analyze potential threats to determine impact, scope, and recovery, Ensuring gaps in detections are socialized with Cyber Security stakeholders; this includes identifying dependencies, recommendations, and collaborating to mitigate threats, Should have understanding and experience on MITRE ATT&CK Framework based Threat Hunting, Acting as subject matter expert in internal and external audit reviews This includes producing and presenting artifacts and executive summaries to support the overall mission, Participating in Purple Team, Threat Hunt, and tabletop exercises, Working closely with key cross-functional stakeholders to develop and utilize proactive and mitigating measures to prevent, detect and respond to potential threats to Verizon on prem and cloud environments, Mentoring and advising team members by educating them on advanced techniques on threat hunting, Experience in threat Hunting to find presence of adversaries within organizational infrastructure, Promoting an environment of collaboration and individual accountability when it comes to problem-solving, decision-making, and process improvements, Qualifications Bachelor's and/or masters degree in IT Security, Engineering, Computers Science, or related field/experience 5+ years overall technical experience in threat hunting, Deep understanding of common network and application stack protocols, including but not limited to TCP/IP, SMTP, DNS, TLS, XML, HTTP, etc, Hinduja Global Solutions Limited Un-controlled if printed, Comprehensive knowledge utilizing system, cloud, application and network logs, Experience working with IOCs, IOA, and TTPs, Proficient knowledge of the cyber threat landscape including types of adversaries, campaigns, and the motivations that drive them, Proficient knowledge of different programming languages, like, KQL, Python, PowerShell etc, Experience working with analysis techniques, identifying indicators of compromise, threat hunting, and identification of intrusions and potential incidents, Fundamental understanding of tactics, technologies, and procedures related to Cyber Crime, Malware, Botnets, Hacktivism, Social Engineering, APT or Insider Threat Knowledge of operating system internals, OS security mitigations & understanding of Security challenges in Windows, Linux, Mac, Android & iOS platforms Knowledge on query structures like Strong understanding of cyber based adversarial frameworks including MITRE ATT&CK and Lockheed Martins Cyber Kill Chain, Knowledgeable with Regular Expressions, YARA and SIGMA rules, AQL and KQL type and at least one common scripting language (PERL, Python, PowerShell) Excellent analytical and problem-solving skills, a passion for research and puzzle-solving Excellent cross-group and interpersonal skills, with the ability to articulate business need for detection improvements Certifications Certifications such as below or similar threat-hunting credentials are highly desirable, Certified Threat Hunting Professional eCTHP Certified Incident Responder (eCIR) Certified Digital Forensics Professional eCDFP GIAC Certified Incident Handler Certification (GCIH) GIAC Enterprise Incident Response (GEIR) Network+, Security+, CISSP, CISM, GCIH, GCFA, GCFE, GREM and/or or cloud-specific certifications (ex: AWS Certified Security Specialty, Microsoft Certified: Azure Security Engineer Associate, Google Cloud Certified Professional Cloud Security Engineer)
HGS is a global leader in customer experience management With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences Powered by a people first philosophy and experience serving over 1100 of the worlds leading brands, HGS is the perfect place to build your future! Job Description The SOC L3 Analyst is a senior-level position responsible for handling the most complex security incidents and providing strategic direction for the SOC team This role involves leading shifts, mentoring junior analysts, and providing strategic oversight to ensure effective detection, analysis, and response to security incidents The L3 Analyst will leverage expertise in threat intelligence, use case management, and advanced incident response while ensuring all security measures and processes are efficiently implemented across the organization, Responsibilities Lead the investigation and response to advanced persistent threats (APTs) and complex security incidents, Develop and manage security use cases, detection rules, and correlations within Azure Microsoft Sentinel or SentinelOne, Provide strategic guidance and oversight to L1 and L2 analysts during major incidents and escalations, Lead SOC shifts, ensuring proper coverage and incident management across 24x7 operations, Ensure that the SOC team follows proper incident response protocols, escalation procedures, and security policies, Collaborate with threat hunters to identify new attack patterns and improve detection capabilities, Review and update the organizations incident response plan, conducting tabletop exercises and post-incident reviews, Conduct threat intelligence research, share insights, and integrate threat intel into operational security processes, Provide subject matter expertise on incident response, forensic analysis, and threat hunting, Assist in the management and optimization of SIEM tools, ensuring maximum efficiency and effectiveness, Work closely with clients and stakeholders to provide incident analysis, reports, and security recommendations, Generate regular reports on SOC performance, incident trends, and lessons learned, Lead, mentor, and train L1 and L2 analysts, enhancing team capabilities and expertise, Ensure shift documentation is properly maintained, and incidents are tracked and reported using Jira/Manage Engine ITSM, Qualifications Bachelor's degree in computer science, Cybersecurity, or a related field, 5+ years of experience in cybersecurity or information security roles, with a focus on incident response and SIEM management, Hands-on experience with security platforms like Azure Microsoft Sentinel or SentinelOne, Experience handling complex security incidents, including APTs, malware, and advanced threats, Expertise in developing and managing use cases and detection rules within SIEM, Hinduja Global Solutions Limited For internal use only 1 of 1 HGS-SECURE / MSSP / HGS-UK / PROPOSAL / 0001 Un-controlled if printed, Proven experience in leading SOC shifts and managing a 24x7 security operations environment, Ability to work effectively in a 24x7 shift environment, Certifications Certifications such as Certified Information Systems Security Professional (CISSP), GIAC Certified Incident Handler (GCIH), or Certified Ethical Hacker (CEH) are required, As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood,
HGS is a global leader in customer experience management With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences Powered by a people first philosophy and experience serving over 1100 of the worlds leading brands, HGS is the perfect place to build your future! Desired Knowledge, Skills And Attitudes The ideal candidate should have Strong skills in architecting applications using Dot net MVC, Dot net Core, Web API and SQL Server Strong skills in Database tools SQL Server Programming and knowledge of ETL, Database Modelling / Database Design Architect and prototyping Microservice Applications in C# Exposure to project management activities, Team management, customers management in global delivery environment Effectively builds relationships, promotes a collaborative team environment, and influences stakeholders; Strong capability in implementing internal projects Quality Assurance, Secure Coding standards implementation Experience in executing projects in the Agile or SDLC Methodology Familiar will all facets of program management including quality control, scope and risk, financials, program delivery, release and change management, expectation and mature stakeholder management, Experience in leading Small to Medium teams in the areas of application management Experience in rallying technology team, grooming and mentoring them to build technology leaders Skill in managing a complex matrix internal and external client & functional environment, As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood,