Company DescriptionBosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it's the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.Job DescriptionRoles & Responsibilities :Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)Validates technical information, sets fair expectations, and disseminates information as neededSchedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issuesAbility to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situationsSystematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issuesMaintains a "closed-loop" communication style that ensures proper and consistent documentation in service request/incident case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution statusAs a 24 x 5 x 365 organization, MUST BE willing to work in shiftsSupport business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skillsQualificationsEducational qualification:BE/B-Tech in computer science/Electronics or equivalent. 3+ years of Experience in IT Infrastructure supportExperience :3+ years of Experience in IT Infrastructure supportMandatory/requires Skills :Possesses extensive knowledge in RPA Platform Automation Anywhere (A360 versions) in Platform administrationThrive & excel in a high-pressure, time sensitive enterprise environment between RPA Application and IT InfrastructureFantastic Customer focused service skill (Empathy-based listening, written and verbal skills)Excellent Analytical & Technical Troubleshooting skillsGreat Team Player, Interpersonal skills, and Presentation skillsFair understanding of Automation Anywhere Key functionalities (like RPA, AARI, IQBOT & Process Discovery) and their value proposition to the customerGood knowledge on Windows Server Operating system environmentsExcellent understanding on RDBMS (MS-SQL & MySQL)Basic understanding of web scripting programs & Git/BitBucketKnowledge on Automation Anywhere A360 migration is added advantageSoft Skills:Excellent problem-solving abilities and attention to detail.Strong communication and teamwork skills.Ability to work in a fast-paced environment and manage multiple tasks simultaneously.Proactive attitude towards learning and adapting to new technologies.
