97 Support Process Jobs - Page 4

Develop & implement CRM strategies to boost retention, sales, and customer satisfaction. Manage data, optimize communication, and enhance sales processes. Train teams, monitor system efficiency, and analyze performance to drive business growth.

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NA Minimum 0-2 year(s) of experience is required Educational Qualification : Graduate Summary :As an Application Tech Support Practitioner, you will be responsible for providing exceptional technical support to clients, utilizing your expertise in Service Desk Management. Your typical day will involve accurately defining client issues and designing effective solutions based on deep product knowledge, while maintaining exceptional communication skills to keep our world-class systems running. Roles & Responsibilities: Provide exceptional technical support to clients, utilizing your expertise in Service Desk Management. Accurately define client issues and interpret and design effective solutions based on deep product knowledge. Maintain exceptional communication skills to keep our world-class systems running. Collaborate with cross-functional teams to ensure timely resolution of client issues. Stay updated with the latest advancements in Service Desk Management and related technologies, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: Must To Have Skills:Expertise in Service Desk Management. Good To Have Skills:Knowledge of ITIL framework and experience with ticketing tools such as ServiceNow. Strong understanding of technical support processes and procedures. Experience in troubleshooting and resolving technical issues. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced, dynamic environment. Additional Information: The candidate should have a minimum of 0-2 years of experience in Service Desk Management. The ideal candidate will possess a strong educational background in computer science, information technology, or a related field, along with a proven track record of delivering exceptional technical support. This position is based at our Gurugram office. Qualifications Graduate

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Microsoft Windows Desktop Management Good to have skills : Desktop Transformation Minimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems. Your typical day will involve providing support for Microsoft Windows Desktop Management and ensuring smooth functioning of the systems. Roles & Responsibilities: Provide technical support for Microsoft Windows Desktop Management and resolve any issues that arise. Collaborate with cross-functional teams to identify and solve issues within multiple components of critical business systems. Ensure smooth functioning of the systems by monitoring and maintaining the infrastructure. Document all technical issues and resolutions for future reference. Provide training and support to end-users on the use of Microsoft Windows Desktop Management. Professional & Technical Skills: Must To Have Skills:Experience in Microsoft Windows Desktop Management. Good To Have Skills:Experience in Desktop Transformation. Strong understanding of IT infrastructure and support processes. Experience in providing technical support to end-users. Knowledge of ITIL processes and procedures. Additional Information: The candidate should have a minimum of 0-2 years of experience in Microsoft Windows Desktop Management. The ideal candidate will possess a strong educational background in computer science or a related field. This position is based at our Hyderabad office. Qualifications 15 years full time education

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Microsoft Windows Desktop Management Good to have skills : Customer Service Operations Minimum 0-2 year(s) of experience is required Educational Qualification : Diploma BE in computer technologyShould be completed 15 years full time education Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems. Your typical day will involve providing support for Microsoft Windows Desktop Management and ensuring customer service operations are running smoothly. Roles & Responsibilities: Provide technical support for Microsoft Windows Desktop Management and other critical business systems. Identify and troubleshoot issues within multiple components of critical business systems. Collaborate with cross-functional teams to resolve complex technical issues. Ensure customer service operations are running smoothly and provide excellent customer service to end-users. Professional & Technical Skills: Must To Have Skills:Experience with Microsoft Windows Desktop Management. Good To Have Skills:Experience with customer service operations. Strong understanding of technical support processes and procedures. Experience with troubleshooting and problem-solving. Excellent communication and interpersonal skills. Additional Information: The candidate should have a minimum of 0-2 years of experience in Microsoft Windows Desktop Management. The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful technical solutions. This position is based at our Ahmedabad office. Qualification Diploma BE in computer technology Should be completed 15 years full time education

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : SAP TM Transportation Management Good to have skills : Application Packaging Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Support Engineer, you will act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems. You will play a crucial role in ensuring the smooth functioning of the applications and resolving any technical issues that may arise. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Ensure timely resolution of application issues and incidents. Perform root cause analysis and implement preventive measures. Collaborate with cross-functional teams to troubleshoot and resolve technical issues. Conduct regular system audits to identify areas for improvement. Professional & Technical Skills: Must To Have Skills:Proficiency in SAP TM Transportation Management. Good To Have Skills:Experience with Application Packaging. Strong understanding of software development lifecycle and application support processes. Experience in troubleshooting and resolving application issues. Knowledge of database management systems and SQL queries. Familiarity with ITIL framework and incident management processes. Additional Information: This position is based at our Mumbai office. N/A

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : SAP PP Production Planning & Control Discrete Industries Good to have skills : NA Minimum 12 year(s) of experience is required Educational Qualification : Minimum 15 years full time education Summary :As an Application Support Engineer, you will act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems. You will play a crucial role in ensuring the smooth functioning of the applications and providing support to end-users. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Expected to provide solutions to problems that apply across multiple teams. Collaborate with cross-functional teams to troubleshoot and resolve application issues. Perform root cause analysis and implement corrective actions. Develop and maintain technical documentation for applications and support processes. Provide training and guidance to end-users on application usage and best practices. Professional & Technical Skills: Must To Have Skills:Proficiency in SAP PP Production Planning & Control Discrete Industries. Strong understanding of software development lifecycle and application support processes. Experience in troubleshooting and resolving application issues in a timely manner. Knowledge of database management systems and SQL queries. Experience with incident management and ticketing systems. Good To Have Skills:Experience with SAP modules such as MM, SD, or FI/CO. Familiarity with ITIL framework and IT service management processes. Additional Information: The candidate should have a minimum of 12 years of experience in SAP PP Production Planning & Control Discrete Industries. This position is based at our Bengaluru office. A minimum of 15 years full-time education is required. Qualifications Minimum 15 years full time education

About The Role : Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

About The Role : Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

Job Title Oracle EBS SCM Consultant Responsibilities A day in the life of an Infoscion As part of the Infosys consulting team, your primary role would be to actively aid the consulting team in different phases of the project including problem definition, effort estimation, diagnosis, solution generation and design and deployment You will explore the alternatives to the recommended solutions based on research that includes literature surveys, information available in public domains, vendor evaluation information, etc. and build POCs You will create requirement specifications from the business needs, define the to-be-processes and detailed functional designs based on requirements. You will support configuring solution requirements on the products; understand if any issues, diagnose the root-cause of such issues, seek clarifications, and then identify and shortlist solution alternatives You will also contribute to unit-level and organizational initiatives with an objective of providing high quality value adding solutions to customers. If you think you fit right in to help our clients navigate their next in their digital transformation journey, this is the place for you! Technical and Professional Requirements: Minimum 2 years of implementation experience with Oracle EBS in Order Management, Procurement, Inventory modules Good understanding on SCM modules (OM/INV/PO/MFG/Planning) functional areas to provide support with Business & Client requirements understanding , recommendation for Solution approach & Documentation of Detail Design framework Should have excellent understanding on Production Support process (triaging of issues, Root Cause Analysis of issues) and SDLC process Business Requirement Documentation Liaison with Other teams Co- ordination with Offshore Teams Fit Gap, Solutioning, Design Take lead on the Business/solution discussions, Milestone Testing. Should be knowledgeable enough to manage Client/Business discussion, Testing alone on need basis Cutover, Conversions, Go Live and Production Support. Able to manage SIT/UAT Testing, Business Training & Testing support Knowledge of support tools like ServiceNow is a must Preferred Skills: Technology->Oracle eBS Functional->Oracle Order Management Additional Responsibilities: Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability Able to visualize the dependencies and identify risk and be able to identify the mitigation actions Good knowledge on software configuration management systems Awareness of latest technologies and Industry trends Logical thinking and problem solving skills along with an ability to collaborate Understanding of the financial processes for various types of projects and the various pricing models available Ability to assess the current processes, identify improvement areas and suggest the technology solutions One or two industry domain knowledge Client Interfacing skills Project and Team management Willing to work in Support project. Willing to work in Shifts Educational Requirements Master Of Comp. Applications,Master Of Engineering,Master Of Science,Master Of Technology,Master of Business Administration,Bachelor Of Comp. Applications,Bachelor Of Science,Bachelor of Engineering,Bachelor Of Technology Service Line Enterprise Package Application Services * Location of posting is subject to business requirements

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : PeopleSoft PeopleTools Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : Minimum 15 Years of Full-Time Education Summary:As an Application Support Engineer, you will act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems. You will play a crucial role in ensuring the smooth functioning of the applications and providing support to end-users. Your expertise in PeopleSoft PeopleTools will be utilized to troubleshoot and resolve technical issues. Join our team in Gurugram and contribute to the success of our organization. Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Ensure smooth functioning of critical business systems.- Identify and resolve issues within multiple components of the applications.- Troubleshoot and resolve technical issues related to PeopleSoft PeopleTools.- Collaborate with cross-functional teams to address system-related challenges. Professional & Technical Skills:- Must To Have Skills:Proficiency in PeopleSoft PeopleTools.- Strong understanding of software development life cycle (SDLC) and application support processes.- Experience in troubleshooting and resolving technical issues in PeopleSoft applications.- Knowledge of SQL and database concepts.- Experience in analyzing and debugging PeopleSoft PeopleCode.- Good To Have Skills:Experience with PeopleSoft Financials or HCM modules.- Familiarity with PeopleSoft upgrade and patching processes.- Experience in performance tuning and optimization of PeopleSoft applications. Additional Information:- The candidate should have a minimum of 7.5 years of experience in PeopleSoft PeopleTools.- This position is based at our Gurugram office.- A minimum of 15 years of full-time education is required. Qualifications Minimum 15 Years of Full-Time Education

Project Role : IT Service Management Representative Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available. Must have skills : Incident Management Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education As Service Operations lead, you will support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Key Responsibility . Activities' Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents. Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA. Engaging all technology supports for the recovery efforts and managing all stake holders communications effectively. Manage collaborative efforts with the different stream of technology support teams keeping business's reported outage recovery efforts as objective and meet the business's service level agreements Demonstrate effective servant leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs Accountable for quicker recovery efforts by identifying possible work around or permanent fix – which every is quicker for restoration of the reported outage. Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. Ability to build productive working relationships with others. Ability to work under pressure both within a team environment and as an individual. Experience in ITIL Service Management discipline in a support environment desired Ability to identify, clarify, and resolve issues and risks, escalating as needed. Strong oral and written communication and facilitation skills. Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements. Ensure adherence of existing and new processes and process changes for completeness Technical Experience: Professional & Technical Skills:A good level of knowledge in ITIL service management framework. Understanding and knowledge of all processes and frameworks. Understanding of external and internal stakeholders and corresponding escalation matrix. Ability to work under pressure, with minimal direction. Ability to work effectively in a team and manage a team. Ability to drive and manage activities within the team and drive and manage activities across other vendors. Excellent oral and written English communication skills. Balancing and prioritizing own activities and those of their team to make sure critical items are addressed. Properly documenting and follow through on progress, issues and agreements with others. Maintaining positive and effective working relationships with peers and clients/customers. Working with others in a positive, co-operative and helpful manner. Identifying and addressing potential issues before they are recognized by others. Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure. Ability to work flexible business hours including shift work. Ability to motivate and lead diverse teams with a strong customer focus. Strong Interpersonal skills with strong influencing and persuading skills. Ability to work collaboratively across geographies. Strong organizational, presentation and customer service skills. Strong analytical skills and problem-solving ability. Decisiveness and meticulous with attention to detail. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery.Professional Experience:' Good verbal and written communication skills to connect with customers at varying levels of the organization Ability to operate independently and make decisions with little direct supervision Should be open to work in 24/7 shifts. Critical Incident Management experience. Team management experience. In-depth knowledge of Incident Management procedures. Experience of delivery across teams and from 3rd party suppliers and vendors. Experience of motivating and driving diverse support teams to incident resolution. Experience of working within a Service Management framework. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery. Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred Additional Information (if any) Qualifications 15 years full time education

Project Role : IT Service Management Representative Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available. Must have skills : Change Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education As Service Operations lead, you will support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Key Responsibility . Activities' Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents. Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA. Engaging all technology supports for the recovery efforts and managing all stake holders communications effectively. Manage collaborative efforts with the different stream of technology support teams keeping business's reported outage recovery efforts as objective and meet the business's service level agreements Demonstrate effective servant leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs Accountable for quicker recovery efforts by identifying possible work around or permanent fix – which every is quicker for restoration of the reported outage. Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. Ability to build productive working relationships with others. Ability to work under pressure both within a team environment and as an individual. Experience in ITIL Service Management discipline in a support environment desired Ability to identify, clarify, and resolve issues and risks, escalating as needed. Strong oral and written communication and facilitation skills. Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements. Ensure adherence of existing and new processes and process changes for completeness Technical Experience: Professional & Technical Skills:A good level of knowledge in ITIL service management framework. Understanding and knowledge of all processes and frameworks. Understanding of external and internal stakeholders and corresponding escalation matrix. Ability to work under pressure, with minimal direction. Ability to work effectively in a team and manage a team. Ability to drive and manage activities within the team and drive and manage activities across other vendors. Excellent oral and written English communication skills. Balancing and prioritizing own activities and those of their team to make sure critical items are addressed. Properly documenting and follow through on progress, issues and agreements with others. Maintaining positive and effective working relationships with peers and clients/customers. Working with others in a positive, co-operative and helpful manner. Identifying and addressing potential issues before they are recognized by others. Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure. Ability to work flexible business hours including shift work. Ability to motivate and lead diverse teams with a strong customer focus. Strong Interpersonal skills with strong influencing and persuading skills. Ability to work collaboratively across geographies. Strong organizational, presentation and customer service skills. Strong analytical skills and problem-solving ability. Decisiveness and meticulous with attention to detail. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery.Professional Experience:' Good verbal and written communication skills to connect with customers at varying levels of the organization Ability to operate independently and make decisions with little direct supervision Should be open to work in 24/7 shifts. Critical Incident Management experience. Team management experience. In-depth knowledge of Incident Management procedures. Experience of delivery across teams and from 3rd party suppliers and vendors. Experience of motivating and driving diverse support teams to incident resolution. Experience of working within a Service Management framework. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery. Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred Additional Information (if any) Qualifications 15 years full time education

Project Role : IT Service Management Representative Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available. Must have skills : Change Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education As Service Operations lead, you will support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Key Responsibility . Activities' Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents. Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA. Engaging all technology supports for the recovery efforts and managing all stake holders communications effectively. Manage collaborative efforts with the different stream of technology support teams keeping business's reported outage recovery efforts as objective and meet the business's service level agreements Demonstrate effective servant leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs Accountable for quicker recovery efforts by identifying possible work around or permanent fix – which every is quicker for restoration of the reported outage. Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. Ability to build productive working relationships with others. Ability to work under pressure both within a team environment and as an individual. Experience in ITIL Service Management discipline in a support environment desired Ability to identify, clarify, and resolve issues and risks, escalating as needed. Strong oral and written communication and facilitation skills. Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements. Ensure adherence of existing and new processes and process changes for completeness Technical Experience: Professional & Technical Skills:A good level of knowledge in ITIL service management framework. Understanding and knowledge of all processes and frameworks. Understanding of external and internal stakeholders and corresponding escalation matrix. Ability to work under pressure, with minimal direction. Ability to work effectively in a team and manage a team. Ability to drive and manage activities within the team and drive and manage activities across other vendors. Excellent oral and written English communication skills. Balancing and prioritizing own activities and those of their team to make sure critical items are addressed. Properly documenting and follow through on progress, issues and agreements with others. Maintaining positive and effective working relationships with peers and clients/customers. Working with others in a positive, co-operative and helpful manner. Identifying and addressing potential issues before they are recognized by others. Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure. Ability to work flexible business hours including shift work. Ability to motivate and lead diverse teams with a strong customer focus. Strong Interpersonal skills with strong influencing and persuading skills. Ability to work collaboratively across geographies. Strong organizational, presentation and customer service skills. Strong analytical skills and problem-solving ability. Decisiveness and meticulous with attention to detail. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery.Professional Experience:' Good verbal and written communication skills to connect with customers at varying levels of the organization Ability to operate independently and make decisions with little direct supervision Should be open to work in 24/7 shifts. Critical Incident Management experience. Team management experience. In-depth knowledge of Incident Management procedures. Experience of delivery across teams and from 3rd party suppliers and vendors. Experience of motivating and driving diverse support teams to incident resolution. Experience of working within a Service Management framework. Extensive Client Management skills. Ability to priorities conflicting demands effectively. Strong analytical skills and problem-solving ability. Experience in Technology Solution Delivery. Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred Additional Information (if any) Qualifications 15 years full time education

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Microsoft ASP.NET Good to have skills : .NET Architecture Minimum 3 year(s) of experience is required Educational Qualification : Minimum 15 years of education Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems using Microsoft ASP.NET. Your typical day will involve providing dynamic service and acting as a software detective to ensure smooth functioning of the systems. Roles & Responsibilities: Provide technical support to resolve issues within multiple components of critical business systems. Collaborate with cross-functional teams to identify and troubleshoot issues, ensuring timely resolution. Develop and maintain technical documentation, including standard operating procedures and knowledge base articles. Participate in incident management and problem management processes, ensuring adherence to service level agreements and operational level agreements. Contribute to continuous improvement initiatives, including automation and process optimization. Professional & Technical Skills: Must To Have Skills:Proficiency in Microsoft ASP.NET. Good To Have Skills:Experience with .NET Architecture. Strong understanding of application support processes and methodologies. Experience with incident management and problem management processes. Experience with technical documentation and knowledge management. Excellent analytical and problem-solving skills. Additional Information: The candidate should have a minimum of 3 years of experience in Microsoft ASP.NET. The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions. This position is based at our Bengaluru office. Qualification Minimum 15 years of education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Cloud Based Service Management Process Design Good to have skills : Automation in Application Development, C# Programming Language, Python (Programming Language) Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will be responsible for providing ongoing support to clients and ensuring the smooth functioning of systems and applications. Your typical day will involve using your expertise in Cloud Based Service Management Process Design to accurately define and resolve client issues, while utilizing exceptional communication skills to maintain world-class systems. Roles & Responsibilities: Provide ongoing support to clients, acting as the interface between the client and the system or application. Utilize exceptional communication skills to accurately define client issues and interpret and design resolutions based on deep product knowledge. Ensure the smooth functioning of systems and applications, utilizing your expertise in Cloud Based Service Management Process Design. Collaborate with cross-functional teams to identify and resolve complex technical issues, utilizing your knowledge of Automation in Application Development, C# Programming Language, and Python (Programming Language). Stay updated with the latest advancements in Cloud Based Service Management Process Design and related technologies, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: Must To Have Skills:Expertise in Cloud Based Service Management Process Design. Good To Have Skills:Knowledge of Automation in Application Development, C# Programming Language, and Python (Programming Language). Strong understanding of system and application support processes. Experience in identifying and resolving complex technical issues. Excellent communication skills, with the ability to accurately define client issues and interpret and design resolutions based on deep product knowledge. Additional Information: The candidate should have a minimum of 5 years of experience in Cloud Based Service Management Process Design. The ideal candidate will possess a strong educational background in Information Technology Operations, Computer Science, or a related field, along with a proven track record of delivering impactful solutions. This position is based at our Bengaluru office. Qualification 15 years full time education

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Microsoft Windows Desktop Management Good to have skills : Desktop Transformation Minimum 0-2 year(s) of experience is required Educational Qualification : 15 Years for full time education Graduate Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems. Your typical day will involve providing support for Microsoft Windows Desktop Management and ensuring smooth functioning of the systems. Roles & Responsibilities: Provide technical support for Microsoft Windows Desktop Management and resolve any issues that arise. Collaborate with cross-functional teams to identify and solve issues within multiple components of critical business systems. Ensure smooth functioning of the systems by monitoring and maintaining the infrastructure. Document all technical issues and resolutions for future reference. Provide training and support to end-users on the use of Microsoft Windows Desktop Management. Professional & Technical Skills: Must To Have Skills:Experience in Microsoft Windows Desktop Management. Good To Have Skills:Experience in Desktop Transformation. Strong understanding of IT infrastructure and support processes. Experience in providing technical support to end-users. Knowledge of ITIL processes and procedures. Additional Information: The candidate should have a minimum of 0-2 years of experience in Microsoft Windows Desktop Management. The ideal candidate will possess a strong educational background in computer science or a related field. This position is based at our Bengaluru office. Qualifications 15 Years for full time education Graduate

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Microsoft Windows Desktop Management Good to have skills : Desktop Transformation Minimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems. Your typical day will involve providing support for Microsoft Windows Desktop Management and ensuring smooth functioning of the systems. Roles & Responsibilities: Provide technical support for Microsoft Windows Desktop Management and resolve any issues that arise. Collaborate with cross-functional teams to identify and solve issues within multiple components of critical business systems. Ensure smooth functioning of the systems by monitoring and maintaining the infrastructure. Document all technical issues and resolutions for future reference. Provide training and support to end-users on the use of Microsoft Windows Desktop Management. Professional & Technical Skills: Must To Have Skills:Experience in Microsoft Windows Desktop Management. Good To Have Skills:Experience in Desktop Transformation. Strong understanding of IT infrastructure and support processes. Experience in providing technical support to end-users. Knowledge of ITIL processes and procedures. Additional Information: The candidate should have a minimum of 0-2 years of experience in Microsoft Windows Desktop Management. The ideal candidate will possess a strong educational background in computer science or a related field. This position is based at our Kolkata office. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Cloud Based Service Management Process Design Good to have skills : Reporting Analytics Minimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will be responsible for providing ongoing support to clients and ensuring the smooth functioning of systems or applications. Your typical day will involve using your expertise in Cloud Based Service Management Process Design to accurately define and resolve client issues. Roles & Responsibilities: Act as the primary point of contact for clients, providing ongoing support and ensuring the smooth functioning of systems or applications. Utilize your expertise in Cloud Based Service Management Process Design to accurately define client issues and design effective resolutions. Collaborate with cross-functional teams to ensure timely resolution of client issues, utilizing exceptional communication skills to keep systems running smoothly. Stay updated with the latest advancements in Cloud Based Service Management Process Design, integrating innovative approaches for sustained competitive advantage. Provide regular reporting and analytics to clients, ensuring transparency and accountability in all support activities. Professional & Technical Skills: Must To Have Skills:Expertise in Cloud Based Service Management Process Design. Good To Have Skills:Experience with Reporting Analytics. Strong understanding of system or application support processes. Exceptional communication skills, with the ability to accurately define and interpret client issues. Solid grasp of data reporting and analytics, with the ability to provide regular updates to clients. Additional Information: The candidate should have a minimum of 0-2 years of experience in Cloud Based Service Management Process Design. The ideal candidate will possess a strong educational background in Information Technology Operations, Computer Science, or a related field, along with a proven track record of delivering exceptional support solutions. This position is based at our Bengaluru office. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : Service Desk Voice Support Minimum 2 year(s) of experience is required Educational Qualification : Bachelor Degree Summary :As an Application Tech Support Practitioner, you will be responsible for providing service desk management and voice support to clients. Your typical day will involve accurately defining client issues and designing resolutions based on deep product knowledge, while ensuring world-class systems are running smoothly. Roles & Responsibilities: Provide service desk management and voice support to clients, accurately defining client issues and designing resolutions based on deep product knowledge. Act as the ongoing interface between the client and the system or application, ensuring world-class systems are running smoothly. Utilize exceptional communication skills to keep systems running and maintain quality standards. Collaborate with cross-functional teams to resolve complex issues and ensure client satisfaction. Professional & Technical Skills: Must To Have Skills:Service Desk Management Good To Have Skills:Service Desk Voice Support Strong understanding of IT operations and support processes. Experience with incident management and problem management processes. Excellent communication and interpersonal skills. Ability to work collaboratively in a team environment. Additional Information: The candidate should have a minimum of 2 years of experience in Service Desk Management. This position is based at our Bengaluru office. Qualification Bachelor Degree

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Apple macOS Management Good to have skills : No Function Specialty Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Provide technical support to end-users. Troubleshoot hardware and software issues. Maintain and update system documentation. Assist in the implementation of IT projects. Train end-users on new technologies. Professional & Technical Skills: Must To Have Skills:Proficiency in Apple macOS Management. Strong understanding of IT support processes. Experience in troubleshooting hardware and software issues. Knowledge of ITIL framework. Familiarity with remote support tools. Additional Information: The candidate should have a minimum of 3 years of experience in Apple macOS Management. This position is based at our Bengaluru office. A 15 years full time education is required. Qualifications 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NA Minimum 0-2 year(s) of experience is required Educational Qualification : Bachelor Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. You can accurately define a client issue and interpret and design a resolution based on deep product knowledge. Roles & Responsibilities: Expected to build knowledge and support the team. Participate in Problem Solving discussions. Provide timely and effective technical support to clients. Troubleshoot and resolve technical issues reported by clients. Document all technical inquiries and solutions for future reference. Collaborate with internal teams to enhance product functionality. Conduct regular system audits to ensure data integrity and security. Assist in the development and implementation of client training programs. Professional & Technical Skills: Must To Have Skills:Proficiency in Service Desk Management. Strong understanding of IT support processes and procedures. Experience with ticketing systems and remote support tools. Knowledge of basic networking concepts. Familiarity with operating systems such as Windows and macOS. Additional Information: The candidate should have a minimum of 0-2 years of experience in Service Desk Management. This position is based at our Bengaluru office. A Bachelor's degree is required. Qualifications Bachelor

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NA Minimum 0-2 year(s) of experience is required Educational Qualification : Graduate or Bachelor degree Summary :As an Application Tech Support Practitioner, you will be responsible for providing exceptional technical support to clients, utilizing your deep product knowledge to accurately define and resolve issues. Your typical day will involve interfacing with clients and ensuring world-class systems are running smoothly. Roles & Responsibilities: Provide technical support to clients, accurately defining and interpreting issues and designing resolutions based on deep product knowledge. Interface with clients to ensure world-class systems are running smoothly, utilizing exceptional communication skills to maintain quality. Collaborate with cross-functional teams to identify and resolve technical issues, utilizing your expertise in Service Desk Management. Stay updated with the latest advancements in technology, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: Must To Have Skills:Expertise in Service Desk Management. Good To Have Skills:Knowledge of ITIL framework. Strong understanding of technical support processes and procedures. Experience with incident management and problem management. Excellent communication and interpersonal skills. Additional Information: The candidate should have a minimum of 0-2 years of experience in Service Desk Management. The JOB FAMILY and PROJECT ROLE information are not for candidate's experience. This position is based at our Bengaluru office. Qualifications Graduate or Bachelor degree