Technology Support Engineer

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 : Performance Measurement Analysis and Improvement
Good to have skills : Business Intelligence (BI) Reporting Tools, Infrastructure Service Management
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking a results-driven professional with hands-on experience in Power BI and ServiceNow Performance Analytics, and a solid grasp of service management frameworks. The role involves driving support unit activities, managing diverse stakeholders, and proactively resolving service-level issues. Strong analytical, communication, and interpersonal skills are essential for collaborating across teams and geographies. Attention to detail, decisiveness, and the ability to work under pressure are key to success in this role. Roles & Responsibilities: -Develop and maintain dashboards and reports using Power BI and ServiceNow Performance Analytics to support business insights and decision-making. -Manage and drive service support activities across contracts while ensuring adherence to service management processes and escalation protocols. -Collaborate with cross-functional teams—including analysts, process owners, and technical experts—to address service level issues and implement improvements. -Analyze data using statistical and analytical principles to identify trends, potential issues, and opportunities for process optimization. -Maintain clear documentation, communicate effectively with stakeholders, and foster strong working relationships across teams and geographies. -Anticipate challenges, respond calmly under pressure, and influence outcomes through strong interpersonal and problem-solving skills. Professional & Technical Skills: - Must Have Skills: Hands on experience related to reporting tools like PowerBI & Service Now Performance analytics - Good To Have Skills: Understanding and knowledge of all service management processes and frameworks Understanding of external and internal stakeholders and corresponding escalation matrix Statistical, numerical and analytical principles and processes Ability to drive and manage activities within the support unit across the contract Excellent oral, written and presentation skills Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues Properly documents and follows through on progress, issues and agreements with others Maintaining positive and effective working relationships with peers and clients/customers 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 Strong Interpersonal skills with strong influencing and persuading skills Ability to work collaboratively across geographies Decisiveness and meticulous with attention to detail. Additional Information: - The candidate should have minimum 3 years of experience in Performance Measurement Analysis and Improvement. - This position is based at our Kolkata office. - A 15 years full time education is required.