Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience. Responsibilities: Efficiently and accurately triage, troubleshoot and escalate if required technical incidents of IT applications, platforms, systems and devices, to minimize business impact. Handle service requests, install/uninstall approved software and configurations. Initiate service orders to technicians on site. Must-Have Skills: Actively work to develop production environment and service delivery Understand and implement changes in customers production environments according to agreed change processes. Use remote control tools and knowledge management tools to achieve first contact resolution. Good-to-Have Skills: Record and inform users of progress in the service management system. Create and update knowledgebase articles. Contribute proactively on shift-left opportunities. Adhere to the agreed standards and service levels. Actively participate in operational meetings, process and quality improvements, internal and customer collaboration activities to innovate and deliver exceptional user experiences. Desired: -Experience working with multinational and multilingual teams across several time zones. SDI or HDI certification. -Technical experience in omnichannel cloud contact center as a service. -Certification from Microsoft, Google, AWS or CompTIA. -Experience in Retail troubleshooting. Work Environment: 24X7 operation, Late night shifts with rotational week offs Location: Bangalore, work from office 5 days a week Skills: English Incident Management RTAC (Remote Desktop) Service Request Management Communications Management
