99 Ticket Management Jobs

You are invited to join a dynamic team that provides Operational Support for Digital applications, including Online & Mobile Banking (OMB/OLB), Customer Relationship Management (CRM) Pega, and Account Opening (AO) platforms. As a skilled professional with 6+ to 8 years of experience, your role will involve ticket management, system monitoring, issue resolution, and collaboration to ensure optimal application performance. You will also serve as a Subject Matter Expert (SME), leading initiatives, improving processes, and ensuring system uptime. Your primary responsibilities will include 24/7 monitoring of digital applications to maintain system health and performance. You will perform daily system health checks, manage system shut down and start up requests, and handle ticket queues for OLB, CRM Pega, and AO platforms. Additionally, you will assist in system-level support tasks, communicate maintenance/outage updates, and participate in knowledge transfer sessions to enhance system understanding. As a Senior Specialist, you will act as an SME for the architecture and technology stack of supported applications. You will lead the resolution of procedural and technical process gaps, drive troubleshooting initiatives, and mentor peers to create a collaborative work environment. Your commitment to system uptime and effective management of supporting technologies will be crucial for success in this role. This is a full-time, permanent position based in White Field, Bengaluru, Karnataka. You will be required to work from the office in a 24/7 rotational shift environment with weekend availability depending on escalations. The role is open for immediate joiners who are currently serving their notice period. In return for your expertise, you will receive benefits such as commuter assistance, a flexible schedule, health insurance, and Provident Fund. The application deadline is 14/04/2025, and the expected start date is 17/04/2025. If you are ready to take on this exciting opportunity and make an impact, please connect for further details and clarity as soon as possible.,

As a Project Coordinator, you will play a crucial role in managing projects and coordinating the purchase of hardware equipment. Your responsibilities will include: - Screening the technical scope of work & Bill of Material in accordance with RFP requirements. - Understanding and documenting the exact requirements from the sales team and customers. - Conducting site surveys to architect solutions, prepare Bill of Materials, and provide budgetary quotes to the bidding team. - Organizing project kick-off meetings with relevant teams and customers to finalize the scope of work. - Collaborating with vendors for installation, commissioning, testing, and project management activities. - Coordinating with Procurement team and OEM for timely purchase and delivery of materials and services. - Installing and configuring hardware and software to meet project needs. - Ensuring maximum security of servers by implementing access control measures. - Troubleshooting network faults and performing regular maintenance tasks. - Managing user access by creating and updating login credentials. - Providing technical support and maintaining network connectivity. - Documenting network configurations for future reference. - Conducting vendor performance assessments and network design testing. - Identifying and resolving network issues, escalating problems to vendors when necessary. - Updating networking documents with reviewed changes. - Prioritizing tasks and managing ticket queues efficiently. - Keeping records of hardware and software used in network systems. - Installing and configuring various network devices such as access points, routers, switches, firewalls, and CCTV cameras. This is a full-time position with day shift workdays and requires weekend availability. The preferred educational qualification is a Bachelor's degree, and candidates with at least 1 year of relevant work experience will be given preference. The role is based on-site, requiring in-person work at the designated location.,

Qualification and eligibility: Only graduates from any 3-year degree (Engineering and Postgraduates are not eligible to apply) 50% throughout academics 2023, 2024 and 2025 graduates only Job Description: Digital workplace services is a centralized team that provides technical support to our clients, including troubleshooting and resolution of IT issues and ensuring smooth functioning of their Computer Systems and IT Services. As many as 90 global clients across different continents are supported by 15,000 strong Service Desk team, across the globe. The landscapes of IT Service Desk has witnessed significant transformations due to technological advancements. Today, many organizations leverage AI chat bots to automate and streamline their support processes. AI chat bots use natural language processing to provide instant responses to common user queries and handle simple tasks, reducing the workload on human analysts. Robotic Process Automation (RPA) is also gaining traction, allowing repetitive and rule-based tasks to be automated, freeing up analysts' time for more complex issues. Key responsibilities: Provide first-line technical support and assistance to end-users, addressing their IT related issues and enquiries, log and track all support tickets, ensuring accurate documentation and timely resolution of problems. Troubleshoot hardware and software problems, performing diagnosis and resolving technical issues to minimize downtime, collaborate with other IT teams to escalate complex issues and ensure prompt resolution and to maintain knowledge base articles and documentation to enhance self-service options and facilitate efficient problem-solving. Role expectations : Associate should be client-focused and able to work with users from different communities and cultures across the globe. Ability to have flawless communication (verbal and written) with our clients and possess sound technical knowledge. Work in shifts and work from office Support available (post joining as Full Time Employee) Night shift allowance will be paid by the project. Cabs will be provided for pick-up and drop-off, ensuring safety and comfort. Timely rewards and recognition will be given to top performers

Qualification and eligibility: Only graduates from any 3-year degree (Engineering and Postgraduates are not eligible to apply) 50% throughout academics 2023, 2024 and 2025 graduates only Job Description: Digital workplace services is a centralized team that provides technical support to our clients, including troubleshooting and resolution of IT issues and ensuring smooth functioning of their Computer Systems and IT Services. As many as 90 global clients across different continents are supported by 15,000 strong Service Desk team, across the globe. The landscapes of IT Service Desk has witnessed significant transformations due to technological advancements. Today, many organizations leverage AI chat bots to automate and streamline their support processes. AI chat bots use natural language processing to provide instant responses to common user queries and handle simple tasks, reducing the workload on human analysts. Robotic Process Automation (RPA) is also gaining traction, allowing repetitive and rule-based tasks to be automated, freeing up analysts' time for more complex issues. Key responsibilities: Provide first-line technical support and assistance to end-users, addressing their IT related issues and enquiries, log and track all support tickets, ensuring accurate documentation and timely resolution of problems. Troubleshoot hardware and software problems, performing diagnosis and resolving technical issues to minimize downtime, collaborate with other IT teams to escalate complex issues and ensure prompt resolution and to maintain knowledge base articles and documentation to enhance self-service options and facilitate efficient problem-solving. Role expectations : Associate should be client-focused and able to work with users from different communities and cultures across the globe. Ability to have flawless communication (verbal and written) with our clients and possess sound technical knowledge. Work in shifts and work from office Support available (post joining as Full Time Employee) Night shift allowance will be paid by the project. Cabs will be provided for pick-up and drop-off, ensuring safety and comfort. Timely rewards and recognition will be given to top performers

Responsibilities: * Manage IT projects from initiation to closure. * Ensure network security through regular maintenance. * Oversee Jamf implementation and management. * Lead ticket resolution process.

You are an experienced Application Support professional with 2-5 years of expertise in supporting API-based services and microservices. Your role will involve providing L1 support, ensuring adherence to SLAs, and troubleshooting issues to guarantee the smooth functionality of applications. You will be based in Kolkata and the position is a full-time employment opportunity. Your responsibilities will include providing L1 support for API-based applications and microservices, monitoring APIs and services using tools like ELK and Dynatrace, troubleshooting issues related to API functionality, failures, and integration, performing root cause analysis, and providing timely resolution/updates to incidents within SLA. You will collaborate with development teams to resolve issues, validate fixes, maintain documentation on known issues, support deployment activities, and ensure that API uptime and performance SLAs are met. Your role will require strong functional and technical skills, the ability to quickly learn and adapt, understanding of ticket management and SLAs, as well as excellent verbal and written communication skills. You are expected to bring in-depth knowledge of APIs, API-based services, and microservices architecture, hands-on experience with L1 application support, including incident management and issue resolution, the ability to work with monitoring tools for timely detection and resolution of service disruptions, a strong understanding of SLA management, and good troubleshooting skills under pressure to meet deadlines. As part of the benefits package, you will receive a competitive salary, talent development culture with quarterly promotion cycles, company-sponsored higher education and certifications, the opportunity to work with cutting-edge technologies, employee engagement initiatives, annual health check-ups, and insurance coverage for self, spouse, two children, and parents. Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. They invite applications from all qualified individuals, including those with disabilities and regardless of gender or gender preference. Hybrid work options, flexible working hours, and accessible facilities are available to support employees with diverse needs and preferences. The company offers a values-driven and people-centric work environment that focuses on professional and personal growth, positive impact through technology, collaborative innovation, diversity, and work-life well-being. Persistent is an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. Join Persistent to unleash your full potential and thrive in an inclusive and supportive work environment.,

The Safety Coordinator will be responsible for client coordination, training operations, and ticket management. This includes coordinating with clients and trainers to ensure smooth training execution, managing training schedules, requests, and ticketing. Moreover, the Safety Coordinator will handle reporting, data updation, feedback collection, and quality analysis. They must ensure timely reporting, certification, and data updates, as well as collect and analyze client feedback for continuous quality improvement. In addition, the role involves resource and tool management to optimize resource utilization and maintain tools such as Dropbox, TTM, and reports. Communication and email coordination for pre-training communication and logistics will also be part of the responsibilities. The Safety Coordinator will support certification dispatch and resolve related issues, as well as monitor market insights and trends for trend analysis to enhance training strategies. Proficiency in English communication and MS Office is required for this role. This is a full-time position located in Noida with the possibility of travel. Interested candidates can contact hr@hkuk.in for further details.,

Livspace is Asia's largest and fastest-growing home interiors and renovation platform, providing end-to-end solutions for homeowners in India and Singapore. Since its establishment in 2015, Livspace has transformed over 100,000 homes with its innovative and high-quality services, setting new industry standards. With a presence in 80+ cities and 110+ Experience Centres, Livspace is committed to revolutionizing the industry and turning homeowners" dreams into reality. As a Supply Executive at Livspace, you will manage a portfolio of 20 to 25 vendors, each handling 80 to 100 projects. Your responsibilities include overseeing daily operations such as labor movement, material procurement, and last-mile logistics. You will collaborate closely with in-house service vendors to ensure smooth project execution and timely deliveries. Job Responsibilities: - Validate and summarize the previous day's activities to track progress. - Raise tickets for escalations that require resolution by the Operations Team. - Ensure timely closure of tickets for all resolved issues by the Operations or Supply Team. - Coordinate primarily from the office and maintain alignment across Business Units. - Generate and submit periodic reports on a designated dashboard. - Manage relationships with internal stakeholders and external vendors. Job Requirements: - A minimum of 13 years of education is required. - 0 to 2 years of experience in any domain. - Experience in coordinating with vendors and supervisors for daily operations is preferred. - Proficiency in computer skills is essential. - Strong communication skills in both the local language and English. - Previous exposure to Customer Support or Call Centre operations is advantageous. - Confidence and energy in handling calls and customer-facing situations are key attributes for this role. For more information about Livspace, please visit: [Livspace About Us](https://www.livspace.com/in/about-us),

Job Title: Operations Specialist US Benefits | Workday | ServiceNow Location: Hyderabad, Gachibowli Employment Type: 6 months contract Payroll Company: Allegis Group https://www.allegisgroup.com/en Client: Top Investment Banking Company Exp: 3 Plus Years experience in HR Operations for USA Employees Relevant: 1yr in US Benefits and Compensation of Employees Contract: 6 Months Extendable based on Performance and Projects If suitable Share your Resume to ganreddy@astoncarter.com Contact: 7760406375 (Ganesh Reddy) Job Summary: We are looking for an experienced Operations Specialist with a strong background in US employee benefits , Workday HRIS , and ServiceNow . The ideal candidate will support core HR operations, ensure seamless execution of employee benefit processes, and manage workflows using Workday and ServiceNow platforms. Key Responsibilities: Administer and manage end-to-end US employee benefits processes including enrolments, changes, terminations, and vendor coordination. Maintain and update employee records in Workday , ensuring accuracy and timely data entry. Monitor and manage HR service requests and cases in ServiceNow , ensuring SLAs are met. Act as a point of contact for employees on benefit-related queries and provide accurate guidance. Support audits, compliance checks, and reporting related to US benefits and HR operations. Collaborate with internal teams and external vendors for timely resolution of issues. Identify opportunities for process improvement and assist in implementing best practices in HR operations. Required Skills & Experience: 34 years of experience in HR operations or shared services, with a focus on US benefits administration . Hands-on experience working with Workday HRIS platform. Practical knowledge of ServiceNow for managing employee tickets or HR cases. Strong understanding of US benefits terminology, processes, and compliance regulations (COBRA, FMLA, etc.). Excellent analytical, communication, and problem-solving skills. Ability to manage confidential information with integrity and professionalism. Preferred Qualifications: Bachelors degree in Human Resources, Business Administration, or related field. Experience working in a global or shared services environment. Familiarity with HR metrics and reporting tools.

Were looking for a highly experienced and results-driven NOC Operations Manager to lead our 24x7 Network Operations Center. The ideal candidate will bring strong technical knowledge, customer-focused leadership, and a deep commitment to SLA-driven service delivery. Key Responsibilities: Lead and manage end-to-end NOC operations and a 24x7 multi-shift support team. Ensure seamless monitoring, alert handling, incident resolution, and escalation procedures. Drive operational excellence with proactive fault detection and resolution strategies. Define and track internal/external SLAs and key performance indicators (KPIs). Coordinate with cross-functional teams including Engineering, Field Support, and TAC. Manage escalations and lead the resolution of complex customer-reported issues. Conduct thorough Root Cause Analysis (RCA) and ensure timely closures. Plan and manage shift rosters, staffing requirements, and team performance evaluations. Prepare and present daily/weekly operations reports, SLA summaries, and RCA documents to leadership. Own and continuously improve NOC processes, SOPs, and escalation frameworks. Required Skills & Qualifications: Minimum 10 years of experience in NOC/network operations; 3+ years in a leadership/managerial role. Strong knowledge of network technologies: Routing, Switching, MPLS, SD-WAN, VPNs, Firewalls. Expertise in network monitoring tools: Zabbix, SolarWinds, PRTG, Nagios, LibreNMS, etc. Practical experience in managing incident and service request tickets using tools like ServiceNow, Freshservice, etc. Deep understanding of Desk SLAs (response & resolution timelines) and Link SLAs (uptime, latency, downtime tracking). Ability to handle escalations and deliver prompt customer communications. Strong analytical and troubleshooting skills under pressure. Excellent people management, team building, and leadership skills. Preferred/Good to Have: ITIL Foundation Certification (strongly preferred). Experience working with ISPs, OEMs, or Managed Network Services environments. Involvement in defining or refining NOC SOPs, escalation matrices, and tool/process implementations. Reporting & Continuous Improvement: Prepare and analyze SLA trend reports, RCA documents, and recurring issue logs. Identify service gaps and propose enhancements for process and tool optimization. Ensure clear documentation and handovers during shift transitions. What We Offer: Leadership opportunity in a growing tech-driven organization. Exposure to enterprise-grade networking technologies and infrastructure. Transparent and performance-driven work culture.

Role & responsibilities 7+ years of previous management experience 3-5 years of previous experience in a technical role Experienced leading a team focused on high volume technical customer support and handling technical escalations from the customer support team. Has a depth of understanding of HR processes, standards and technology. Reporting and query skills- Organizing and analyzing data sets and presenting findings as appropriate Experience with creating SOPs and other process documentation Strong Microsoft office skills intermediate excel user Strong Communication, both collaborating with the internal team and with internal and external customers Positive attitude and solution-focused approach to problem solving with a sense of urgency HR experience preferred

Objectives Key Results Events Management - Plan and finalize event dates - Event successfully conducted as per schedule - Coordinate event preparation - Agenda executed smoothly - Drive employee engagement - Effective communication (posters, invites, MC prep) - Vendor coordination and employee participation ensured - Photo documentation and hosting completed Snow Ticket Management - Monitor and follow up on pending tickets - Timely updates on pending tickets - Track assigned and in-progress tickets - Ensure proper ticket allocation (Transport, Benefits, Maintenance, Events & Services) - Close assigned tickets - Follow up with team for closure timelines - Personally close assigned tickets - Avoid resolution delays Non-HK Store & Inventory Management - Oversee Non-HK store operations - Maintain accurate in/out inventory tracking for all Non-HK stores - Manage inventory records - Ensure completeness and accountability in inventory records Vendor & Employee Relations - Coordinate with event visitors - Handling vistors - Welcome and onboard new employees - Distribute welcome kits (cards, bands, chocolates) to new joiners Visitors/Employee Management - Handle bordline calls - Handle incoming boardline calls and direct clients/employees - Manage visitor formalities and host notifications - Guide visitors through pass policy and inform hosts - Support event visitors in groups - Ensure quality service for event visitor groups - Attend and guide new joiners - Distribute welcome kits and orient new joiners - Maintain effective interactions with clients and employees - Assist with app/lunch info - Serve as go-to contact for new joiner queries Slack Communication - Monitor and manage Slack communication channel - Monitor Slack channel for requests/messages - Respond to or escalate queries appropriately - Ensure prompt, clear communication

Required Skills & Qualifications: • 2+ years of experience in IT support, reporting ops, or monitoring roles • 1+ year of hands-on Power BI experience (usage tracking, alerting, basic troubleshooting) • Basic SQL knowledge and understanding of data pipelines & report refresh cycles • Familiarity with support tools, escalation protocols, and shift-based handovers • Strong communication skills, with client interaction experience

As an AV Support Engineer at Total IT Global, you will play a crucial role in providing onsite support for all AV equipment in conference rooms and meeting spaces. Your responsibilities will include setting up and configuring AV equipment for meetings and video conferences, troubleshooting and resolving AV issues during live sessions, managing and supporting video conferencing systems, performing routine checks and maintenance on AV equipment, providing basic desktop support, troubleshooting user issues, managing tickets via tools like ServiceNow or Jira, and keeping documentation up-to-date on AV systems and technical issues. To excel in this role, you should have a minimum of 3 years of experience with AV equipment knowledge, be familiar with AV equipment such as projectors, displays, microphones, etc., and video conferencing tools. Basic desktop support skills for hardware/software troubleshooting, familiarity with ticket management tools like ServiceNow and Jira, as well as strong problem-solving and communication skills are essential for success in this position. This is a full-time position with workdays scheduled from Monday to Friday. The work location for this role is in person at Total IT Global. Join our team and be a part of our commitment to delivering cutting-edge innovation and service excellence as a Digital Experience Enabler in the world of technology.,

As a Jr. Customer Success professional based in Surat, you will play a crucial role in ensuring the satisfaction and success of our customers. With 1-3 years of experience, you will be responsible for various key tasks to enhance the overall customer experience. Your responsibilities will include overseeing the smooth onboarding process for new clients, ensuring timely delivery of customized features, and managing the resolution of customer inquiries and issues through multiple channels such as email, chat, phone, and support tools. You will be tasked with handling escalated customer issues effectively, gathering and analyzing customer feedback to identify areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty. Additionally, you will maintain a comprehensive knowledge base for customers and support agents, track key performance indicators (KPIs), and provide valuable insights and recommendations based on support data. Collaboration with cross-functional teams including product, development, sales, and marketing will be essential to ensure a seamless customer experience. Your role will also involve communicating customer feedback for product improvement, scheduling monthly client meetings to understand their needs, and proactively identifying opportunities for upselling additional products or services. To qualify for this role, you should hold a Bachelor's degree in Business Administration, Information Technology, or a related field, along with at least 3 years of experience in customer support or customer success roles, including 1 year in a managerial position. Proficiency in customer support software, CRM tools, excellent communication skills, and the ability to analyze customer data are essential requirements. A sales mindset, problem-solving skills, and a passion for delivering exceptional customer experiences will be key attributes for success in this position. If you are a customer-centric professional with a strong understanding of customer needs and a willingness to work flexible hours to accommodate different time zones, we invite you to join our team in this full-time role. The position is based in Surat, with a day shift schedule from Monday to Friday.,

Provide first-level support for desktop hardware, software, and peripherals used in the command and control center. Maintain desktop systems and applications, ensuring compatibility and functionality for mission-critical operations.

Required Skill: 6-10 years of experience in SAP PP and SAP QM. Implementation experience should be in version 4.7 upwards. ECC 6 would be a plus Hands on experience in configuring / defining the following in the PP and QM module: Basic Data Sales & Operations Planning Master Planning MRP Production Orders & Confirmations Process Orders & Confirmations Make To Order Make To Stock Repetitive Manufacturing QM in procurement, Source inspection, Vendor evaluation, Vendor selection QM in logistics, incoming, in-process & outgoing Certificate of analysis Sound knowledge in QM processes Quality control, Notification, Test equipment & SPC Auditing Batch management Should have good written and oral communication skills Must be a good team player Preferred Skills: SAP Certification on QM/PLM Module Used Solution Manager in the implementation Worked on integration with other modules like MM, WM, SD, PM, PP Experience in any ticket management tool and support relevant work environment. Good Communication skill in English Strong understanding of integration with other modules like MM SD PP WM QM Exposure to interfaces like ALE/IDOC or EDI/IDOC with little technical knowledge Hand of experience in Tools like Service now, Solution Manager, Jira, HP4, MQC,LSMW etc.

Resolve API, GDS & booking tool issues Handle complex technical escalations Work with dev/product teams Maintain support docs & knowledge base Ensure client satisfaction Stay updated on travel tech trends

We are searching for a skilled and motivated Tech Support Team Lead to effectively manage and guide our technical support team. As the Tech Support Team Lead, you will be responsible for overseeing the day-to-day operations of the support desk. Your primary duties will include ensuring timely resolution of customer issues related to access control systems, driving continuous improvement in customer satisfaction, and service excellence. You will lead and manage a team of technical support engineers handling Level 1 & 2 support, providing them with technical guidance on access control hardware and software. Additionally, you will supervise ticket management, ensure SLA compliance, and optimize resolution time. Your role will involve troubleshooting complex escalated issues and coordinating with engineering/product teams as necessary. You will play a crucial part in training team members on new technologies, procedures, and best practices. Developing and maintaining a knowledge base and support documentation will be essential tasks. Monitoring team performance using KPIs and conducting regular audits of support quality to identify areas for improvement will also be part of your responsibilities. Collaboration with product and QA teams to relay field feedback and assist in onboarding new clients and providing technical training for partners/distributors will be crucial. The ideal candidate will hold a Bachelor's degree in Electronics, IT, Computer Science, or a related field, along with a minimum of 5 years of experience in technical support, preferably in physical security or access control systems. Strong knowledge of access control protocols, networking fundamentals, and cloud-based platforms is required, as well as familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands. Experience with helpdesk tools, strong problem-solving abilities, effective team management, and communication skills are essential for this role. The ability to handle pressure and manage escalations calmly is highly valued. Certifications in IT/networking or access control systems, experience with IoT integrations, REST APIs, or mobile credential systems, and prior work in SaaS-based access control platforms are considered advantageous. If you are passionate about leading a technical support team, driving continuous improvement, and ensuring customer satisfaction in the realm of access control systems, we would love to hear from you.,

As a Technical Support Representative at our company, your primary responsibility will be to provide technical support and assistance to users through phone, email, or chat. You will be the first point of contact for users seeking technical help, and it will be your duty to troubleshoot, diagnose, and resolve their issues efficiently. In situations where the problems are complex and require deeper technical knowledge, you will escalate these issues to senior technical staff for further assistance. This ensures that all user concerns are addressed promptly and effectively. Additionally, you will be responsible for managing and resolving helpdesk tickets in a timely manner. This involves prioritizing tasks, tracking the status of each ticket, and ensuring that all issues are resolved to the satisfaction of the users. Documenting technical issues, resolutions, and procedures is also a crucial part of your role. By maintaining detailed records, you will contribute to our knowledge base and help improve the efficiency of our technical support processes. This is a permanent position with day shift timings. The ideal candidate should have at least 1 year of experience in roles such as reception, front desk, or helpdesk. The work location is in person. If you are a proactive problem-solver with excellent communication skills and a passion for helping others, we encourage you to apply for this position and become a valuable member of our technical support team.,

Join our Team About this opportunity: As a Surveillance Engineer at our organization, you will be responsible for performing service quality surveillance and assurance Level 1 Operations activities. Your role will involve monitoring events on the network, ensuring timely escalation to the relevant function for restoration or resolution. What you will do: - Perform Service Alarm Monitoring. - Manage alarms for the assigned Network Services. - Handle ticket management. - Monitor all events in the Customer's managed infrastructure to ensure optimal performance and compliance with SLAs. - Interact with resources and service instances to gather network, IS/IT/Telecom Infrastructure events information. - Dispatch fault remedies requiring on-site presence as per SLA/KPI. - Handle work orders. - Follow up on events with relevant departments as per the MSTOP process. - Work towards KPI & Balanced Scorecard parameters. - Adhere to the IPM parameters assigned by the CA Manager. - Manage the incident ticket lifecycle. - Ensure alignment with organizational guidelines, departmental processes, and procedures. Key Qualifications: - B.Tech in Electrical Engineering/Telecommunication Engineering/Computer Science. - Industry experience: 3-5 years in Telecom. - Certifications related to Telecom/IP will be an added advantage. Join Ericsson: At Ericsson, you will have an exceptional opportunity to utilize your skills and creativity to innovate and address some of the world's toughest challenges. You will work alongside a team of diverse innovators, all motivated to exceed the status quo and shape the future. Apply now to be part of our dynamic team!,

ServiceNow IVR & EDM Product Analyst Total Experience- 5-6 years Relevant experience-5 years Detailed Roles & Responsbilities • 5+ years of ServiceNow product experience, particularly in modules IVR & Employee Document Management (at least one of them) • Experience in implementing and supporting IVR & Employee Document Management modules (at least one of them) • Understand how ServiceNow IVR & Employee Document Management product integrates with other Enterprise Solutions • Experience delivering global, enterprise solutions that can scale • Experience evaluating solution options and formulating business cases • Ability to gain alignment between the technology and business strategy by proactive partnering with all levels. • Ability to use data and analysis to drive decision-making • Outstanding communication and facilitation skills • Demonstrated ability to complete multiple tasks under pressure • Drives change laterally across regions and organizations using influence skills • Maintains a positive attitude & thrives in ambiguous work environment Mandatory skills • Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field. Master's degree preferred • Advanced certifications in project management (e.g., PMP, Agile certifications) or HR management (e.g., SHRM, PHR/SPHR) are a plus • ServiceNow Certifications are a plus • Experience in ServiceNow HRSD product implementation is a plus • Familiarity with configuration of ServiceNow forms, workflows, scripts, transform maps, service maps, web services, inbound email actions, SLAs and agent workspace, table management, performance analytics.

Ensure that all SOC (Security Operations Center) tickets are handled and resolved within SLAs (Service Level Agreements). Perform detailed analysis of threats and security events, using sound analytical skills, knowledge, and experience, with a clear narrative to support conclusions. Maintain records of security events investigated, detailed notes of security incident resolution, and incident response activities, utilizing ticketing systems. Make situational incident response recommendations based on best practice security policies that address the clients business need. Research and stay up to date with current security vulnerabilities, attacks, threat actors, security advisories and the MITRE Attack Framework. Manage, maintain, and monitor security alerting systems from remote communications sites to ensure company compliance. Create and run search queries in SIEM tool to help with identifying and troubleshooting security issues. Utilize tools (e.g., Wireshark, Nmap, PCap, etc.) to identify and map devices on the network. Open, track and close trouble tickets. Answer incoming hot line calls and monitor various e-mail accounts and act according to SOC procedures and processes. Interface with client through email, phone calls, and meetings or Aspire field personnel to mitigate security incidents. Assist with the preparation of SOC reports, research papers, and blog posts. Investigate and provide technical analysis of various security incidents and possible compromise of systems. Works as Tier I/L1 support and will work directly with Tier II/L2 and TIER III/L3 and NOC Engineers for issue resolution. Provide direct communication to affected users and companies on security incidents and maintenance activities. Maintain customer technical information within defined documentation standards. Obtain/maintain technical/professional certifications applicable to position or as directed. Communicate with customers, peers, team, and managers regarding incident and change management. Provide emergency on-call support on a rotating schedule. Perform other duties as assigned. Technical Skills Strong troubleshooting and problem-solving skills. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organizational and time management skills. Willingness to work after hours and provide on-call support. Nice-to-have skills Qualifications Bachelors degree in computer science, Information Technology, or a related field. Experience of 2 to 3 years relevant experience. 1+ year of professional work experience in cyber security field 1+ year of experience with Security Event / Alert Management, Incident Response, and Change Management Processes 1+ year of experience handling security events related to Malware Detection and Analysis, Indicators of Compromise (IOC), Email Phishing, Endpoint Detection and Response (EDR) Knowledge of Runbooks, Playbooks and following Standard Operating Procedures Possession of an Industry Certification (Security+, CySA+, Cisco Cyber-Ops Associate, NSE4, or similar) 1+ years of experience in Security Management. SIEM and Log Management (MS Sentinel , IBM QRadar ,Splunk, OSSIM, FortiSIEM, LogRhythm, etc.) Experience with Firewalls (Palo Alto Networks, Cisco Firepower Manager) Experience with Endpoint Security (Cisco Secure Endpoint, CrowdStrike Falcon, Carbon Black, Microsoft Advanced Threat Protection) Experience with Network Traffic Analytics (Cisco Stealthwatch Cloud, Darktrace) Experience with DNS Security (Cisco Umbrella, Forcepoint) 2+ years of experience with Ticket Management Tools (e.g., ConnectWise, ServiceNow)

Responsibilities: Project Lifecycle Management: Ensure the successful initiation, planning, execution, control, and completion of projects, with a strong focus on technical aspects related to Informatica PowerCenter. Technical Guidance & Review: Guide team members on all technical aspects of Informatica PowerCenter development, data integration, production support, and maintenance activities. Conduct thorough reviews of technical documents and artifacts to ensure quality and adherence to standards. Team Leadership & Development: Lead project development efforts and serve as a single point of contact for the team to project stakeholders. Promote teamwork, motivate, mentor, and develop subordinate team members. Client Interface & Issue Resolution: Lead the customer interface for the project on a day-to-day basis, proactively addressing any issues or concerns before they escalate. Documentation: Create comprehensive functional and technical specification documents for Informatica PowerCenter solutions and related data integration processes. Ticket Management & Allocation: Track open tickets and incidents in the queue, allocate them efficiently to appropriate resources, and ensure all tickets are closed within established deadlines. SLA/KPI Adherence: Ensure that analysts and the entire delivery team adhere strictly to agreed-upon SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and OLAs (Operational Level Agreements). Continuous Improvement: Foster a culture of continuous improvement within the delivery team, constantly seeking ways to enhance efficiency, speed, quality, and cost-effectiveness. Quality & Compliance: Lead and ensure that the project is in full compliance with established Software Quality Processes and delivered within defined timelines. Production Support: Provide application production support as per defined processes and the RACI (Responsible, Accountable, Consulted, and Informed) Matrix. Administrative Compliance: Ensure timesheets are accurately completed by the team and submitted, and the invoicing process is managed, on or before deadlines. Required Skills: Extensive experience with Informatica PowerCenter development, production support, and maintenance. Proven ability to lead projects and guide technical teams. Strong experience in creating functional and technical specification documents. Proficiency in managing and allocating incident/support tickets. Ability to ensure adherence to SLAs, KPIs, and OLAs. Strong understanding of Software Quality Processes. Experience in application production support as per RACI Matrix. Excellent communication, interpersonal, and stakeholder management skills. Ability to promote teamwork, motivate, and mentor subordinates.

Role & responsibilities: Manage and resolve service desk tickets and technical issues. Install, configure, and support a wide range of IT hardware and software. Maintain data related to local users and IT assets and contribute to the global IT assets and user data mgmt. Provide troubleshooting end users services technical issues. Assist with IT projects, including system upgrades and deployments. Ensure documentation of Service Desk processes and frequent cases resolutions is up-to-date and accurate. Contribute to the establishment and maintenance of Service Desk related standards. Collaborate with Global IT team members to deploy global systems and resolve complex issues. Contribute the continuous improvements of the Service Desk services. Contribute to the IT risk management process. Preferred candidate profile: Travel to a limited extent to execute IT related activities. Work outside business hours, including weekends, for scheduled maintenance or project tasks. Participate in an on-call rotation for off-hours support. Excellent written and verbal communication in English & Tamil Team Player Excellent troubleshooting skills. Passion for problem solving, Ability to solve technical issues. Strong customer-focused attitude with a problem-solving mindset. Excellent ability to collaborate with a local and global team. Willingness to learn and adapt to new technologies and processes.