51 Ticket Management Jobs

Key Responsibilities: Lead and mentor a team of L1 NOC engineers, ensuring high performance and continuous development. Monitor network performance, servers, and infrastructure tools for alerts or outages. Respond to incidents, triage network/system alerts, and escalate issues as needed. Coordinate with Level 2/3 teams for complex issue resolution. Maintain documentation for network operations, troubleshooting steps, and SOPs. Ensure shift handovers are smooth with clear communication and reporting. Provide regular status updates to management and clients during incidents or outages. Conduct periodic training and knowledge sharing sessions for L1 engineers. Ensure SLAs and KPIs are consistently met. Take ownership of incident reporting, post-mortem analysis, and follow-up actions. Required Skills & Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 3 years of experience in NOC or IT Infrastructure Support. Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, routing/switching). Experience with NMS tools like SolarWinds, Nagios, Zabbix, or similar. Familiarity with ticketing systems (ServiceNow, Jira, etc.). Excellent verbal and written communication skills. Proven ability to lead a team in a high-pressure environment. Strong analytical and problem-solving abilities. Willingness to work in shifts, including nights and weekends, as required. Preferred: Network certifications (CCNA, CompTIA Network+). Experience with NOC monitoring

Employment Type: Full-time | Office Premises (US Shift - PST Time Zone) About the Role: We are looking for a detail-oriented and proactive IT Support Specialist to manage and execute end-to-end onboarding and offboarding processes, ensure smooth access management across various systems, and provide Level 1 security alert triage. The ideal candidate will have hands-on experience with tools like Rippling, Azure/Entra ID, Microsoft 365, GitHub, and basic endpoint logistics. Key Responsibilities: Onboarding & Offboarding Assign laptops to new hires using Rippling, tracked via Zoho Desk Manage laptop inventory and replenishment by ordering from Apple Business or Lenovo.com Create user/email accounts in Azure/Entra ID and other Microsoft tenants (e.g., EdgeCo) Send onboarding welcome emails from helpdesk Deactivate user/email accounts and retrieve hardware from separated employees Coordinate asset returns using Rippling or DK Intercept/Backup tools Manage GitHub onboarding: sending invites, managing repositories, secrets, and access controls Administer Entra ID & Entra Groups, including Teams, RBAC, and PIM assignments Security Support Monitor and provide Level 1 triage for Sentinel alerts (via Microsoft Teams) Qualifications: 2+ years of experience in IT support, system administration, or technical onboarding Hands-on experience with Azure AD/ Entra ID, Microsoft 365, GitHub, and Rippling Familiarity with IT asset management and endpoint provisioning Strong understanding of user lifecycle processes (onboarding/offboarding) Excellent communication and coordination skills Security awareness and ability to triage basic security alerts Experience working with helpdesk tools (e.g., Zoho Desk) preferred What We Offer: A fast-paced and collaborative work environment Exposure to modern IT systems and cloud technologies Opportunities for upskilling in security and automation tools Competitive compensation and benefits package.

*Essential server setup and security *Windows & Cloud server management and support *Web hosting control panel installation *Hyper-V virtual server management, Software updates and patch management *Efficient ticket management and prioritization. Required Candidate profile *MCSA/B.tech/Minimum 2 year experience *Strong troubleshooting skills *Willing to work in a 24/7 environment *Passionate about technology *Multitasking & Problem solving abilities

Workday functional consultant1 Minimum 5+ years experience inWorkdayimplementation/configuration support. Must have - Hands on experience configuring inWorkdaygeneral HCM, business process framework, Absence, Time tracking and reporting. Experience in otherfunctionalareas oftheWorkdayis a plus. Extensive understanding of Core HCM, compensation, time tracking and absence modules Experience withWorkdayfunctionalareas outside of Core HCM, i.e., Learning, Benefits etc is a huge plus. Understanding of supportingWorkdayinterfaces with internal/external applications and other vendorapplications Should have worked on client facing roles on different modules in both technical andfunctionalmodules. Should have worked with different kinds of organizations, roles assignments, staffing groups etc. Strong in security concepts, should have created different kinds of security groups, in-depth knowledge ofdomain and domain policies, E2E testing and validation Should have in-depth knowledge of business process framesworkand well versed with calculated fields,report writer Should have worked on different kinds of EIBs, basic integration knowledge. Design and deliver future-readyWorkdaysolutions to help the company to optimize the HR functions andenhance employee experience. Contribute to overall project objectives and specific deliverables. Ability toworkand coordinate with cross-functionalteams on data related inquiries. Hands-on experience in data migration, including projects involving Workday to other HCM ERP systems Prior experience with recruitment applications, data conversion and a strong understanding of Personally IdentifiableInformation (PII) handling and compliance Solid knowledge of Workday business objects and custom object configuration Proficient in data mapping, transformation and end-to-end data migration workflows Exp in data load and post migration support and functional testing Strong written and verbal communication skills Working knowledge on ticket management tools such as ServiceNow, Jira etc WorkdayCertifications are highly desired.

Location: Must be based in Pune or willing to relocate. Department: Customer Success Reports To: Customer Support Manager. Position Overview: We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced SaaS environment. As a Customer Support Specialist, you will be responsible for handling complex support queries, mentoring junior team members, and collaborating with cross-functional teams to ensure customer satisfaction and success. Key Responsibilities: Advanced Customer Support: Handle escalated and complex support issues via email, chat, and phone, providing timely and effective resolutions. Mentoring and Training: Guide and mentor junior support team members, sharing best practices and assisting with challenging cases. Ticket Management: Utilize our support tool to prioritize and manage tickets effectively, ensuring prompt follow-up and resolution. Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to troubleshoot issues and provide valuable feedback for product improvements. Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist customers and enhance self-service resources. Customer Feedback: Collect and analyze customer feedback, identifying trends and areas for improvement to enhance the customer experience. Performance Metrics: Monitor support KPIs, such as response time and customer satisfaction scores, and work proactively to achieve targets. Key Skills and Qualifications: Bachelor's degree or equivalent experience in Customer Support, Customer Success, or a related field. 4+ years of experience in a customer support role, preferably in a SaaS environment. Technical Skills: Proficiency in Excel (pivot tables, VLOOKUP, data analysis), SQL (basic queries and data manipulation), and data reporting. Strong problem-solving and analytical skills with the ability to troubleshoot complex issues using data. Excellent communication skills, both verbal and written. Experience with support tools like Zendesk, Freshdesk, or BoldDesk. Ability to handle high-pressure situations and maintain a customer-first mindset.

Key Responsibilities: Ticketing System : Monitor and categorize incoming support tickets from various channels Prioritize and escalate critical tickets based on urgency and impact. Collaborate closely with cross-functional teams, including product, engineering, design, delivery to drive operational excellence and resolve complex issues. Provide first-level troubleshooting and guide users accordingly. Track ticket progress and follow up to ensure timely resolution. Data Management and Process Improvement Executing existing processes with full adherence to SOPs. Manage data (using Google sheets and dashboards) and report on efficiency of processes. Resolve operations-related issues from students and mentors, wherever applicable. Analyze existing processes and identify opportunities for improvement through data. Identify appropriate tools and technologies to enhance operational efficiency and productivity. An Ideal candidate: Would be someone who is looking to kick-start their career in a fast-paced startup environment. Would have excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. MUST - Would have the ability to work with data using appropriate tools like Excel/ Google Sheets. Would have high attention to detail Would have a bachelors degree or equivalent education in any field. Already lives in Bangalore or is willing to relocate to Bangalore. Salary and other details Location - Bangalore Work timings: 9 am to 6.30 pm Monday through Saturday You must have a laptop . Mandatory for this role..

Independently resolve tickets within TAT and maintain quick FRT. Share timely updates with clients, attend daily meetings, complete routine tasks, update the knowledge base, boost platform usage, and attend regular training.

Position Purpose The Application Maintenance team member will support the ISPL Data Platform team to ensure the stability and the correct execution of all the applications in Data Platform scope. He will support the development team and will help BNL Data Platform Internal team to analyze and propose solutions and on Business requests. He will be in charge of small development activities. He will also propose solutions to improve the performance and prevent failures on managed applications. Responsibilities Direct Responsibilities Coordinate closely with Data Platform Teamss and also all other BNL BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.) For a predefined applications scope take care of: o Ticket Management o Propose solutions to improve an application o Incident Management (including problem determination) o Request Management o Change Management Ensure that SLA targets are met for above activities Handover to Italian teams if knowledge and skills are not available in ISPL Contributing Responsibilities Contribute to the definition of procedures and processes necessary for the team Help build team spirit and integrate into BNL BNP Paribas culture Contribute to incidents analysis and associated problem management Contribute to the regular activity reporting and KPI calculation Contribute to the knowledge transfer with BNL Data Platform team Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope Technical & Behavioral Competencies Fundamental skills: o Knowledge about Mainframe usage TSO, ISPF/S, Scheduler , JCL o Knowledge about IBM Datastage ETL Tool o Familiarity with database technology is required (Teradata, Oracle, DB2, SQL Server) o SQL Languange in order to execute basic scripts and queries. Have basic experience with: o Service Now ticketing system o Aurelia Remedy ticketing system Nice to have: o General IT infrastructure knowledge o Knowledge of Requirements Collection, Analysis, Design, Development and Test activity o Continuous improvement approaches Good written and spoken English Able to communicate efficiently Good Team Player Specific Qualifications (if required) Basic knowledge of Italian language can be an advantage Skills Referential Behavioural Skills : (Please select up to 4 skills) Ability to collaborate / Teamwork Client focused Ability to deliver / Results driven Ability to share / pass on knowledge Transversal Skills: (Please select up to 5 skills) Ability to develop and adapt a process Ability to anticipate business / strategic evolution Ability to set up relevant performance indicators Ability to understand, explain and support change Choose an item. Education Level: Bachelor Degree or equivalent

Application Support L1 Ref: JN-052025-775399 Experience: 12 years (Preferred) Shift: 247 rotational (Night shift cab drop to metro station provided) Interview Mode: Face-to-Face Only Job Summary We are looking for a highly motivated and technically adept L1 Application Support Analyst to join our service operations team. This role involves providing exceptional technical assistance and customer service across applications and systems, ensuring minimal downtime and high user satisfaction. Key Responsibilities Troubleshoot and resolve software, application, and code-related issues via phone, email, and chat. Analyze incidents and identify root causes to deliver effective solutions. Document all incidents, actions, and resolutions within the ticketing system. Collaborate with cross-functional teams to resolve complex or escalating issues. Keep up with the latest technologies and apply new knowledge to optimize support delivery. Consistently meet or exceed defined SLAs and KPIs. Ensure accurate, clear communication with end-users and maintain a high level of professionalism. Required Skills & Knowledge Education: B.Tech or Graduate degree. Experience: 12 years in a technical support or service desk role, ideally in a large enterprise environment. Strong foundation in: Java, React, APIs, Microservices Computer systems, software, containerization, and networks Exceptional communication, interpersonal, and customer service skills. Ability to prioritize in a fast-paced, high-pressure environment. Strong analytical and troubleshooting skills. Familiarity with ITIL or IT service management frameworks is a plus.

Position: L1 Salesforce Support Specialist Experience: 4+ Years Location: Coimbatore Hybrid Shift: Rotational Shift Mandatory Skills: Service Desk, Salesforce Job Description: The Level 1 Support Specialist is responsible for providing first-line technical support to end-users. This role involves diagnosing and resolving basic technical issues, escalating more complex problems to higher support levels, and ensuring a high level of customer service. Key responsibilities: Tier 1 Activities Tier 1 support will be chartered to execute the following activities and similar activities as capabilities expand. Initial Triage and Troubleshooting of Issues, using predetermined runbooks User Management - Activation/Deactivation of Users, Profile/Permission set mgmt, troubleshooting login issues, Password Resets etc. - on Salesforce, iTrac and PACMAN which are associated systems in the Calypso ecosystem Business Hrs Management Incident Communication and Reporting Technical Expertise Review Salesforce previous engagements/KPIs and workforce details that are trained in Salesforce and will be deployed to SIE to demonstrate Expertise in Salesforce Service Cloud, Communities and Experience Cloud Expertise in Salesforce Einstein Bot Expertise in Salesforce Live Chat Familiarity of general triage for issues and debug basic web pages/portal issues using browser tools available Evidence of previous work with OKTA for access management Evidence of using ServiceNow, JIRA and other ticketing tools for tracking work Evidence supporting a global web platform supporting different locales/languages

Job Summary: We're seeking a support generalist to manage and resolve incoming support tickets, triage issues, and build sustainable relationships with customers through open communication. Key Responsibilities: Ticket Management: Manage and resolve support tickets via software configuration, reporting, and database queries Triage issues into appropriate categories based on guidance and rules Customer Satisfaction: Identify and assess customer needs to achieve satisfaction Build trust through open and interactive communication Technical Support: Troubleshoot and assist customers with API issues and requests Assist with virtual customer training sessions and webinars Collaboration: Work with internal teams to resolve customer tickets within internal SLAs Participate in customer ticket prioritization meetings Documentation and Knowledge Management: Provide accurate and complete information using the right methods and tools Keep records of customer interactions via provided tools Assist with documentation for knowledge base articles as needed Skill Set Requirements: 1+ years experience in a B2B technical support role. BCOM,BBA, BA & MBA would be preferred. Ability to write clearly and concisely, and communicate instructions or explanations appropriately. Proficiency in reading and writing in English is required. Strong sense of ownership and proven ability to adapt. Familiarity with bug tracking and ticket management software (JIRA, Rally, Pivotal, etc.) Proficient in Excel and data manipulation Understanding of SQL and database practices. Excellent communication and customer service skills Ability to troubleshoot and resolve technical issues Strong problem-solving and analytical skills Experience with ticket management systems and software configuration Ability to work collaboratively with internal teams and build sustainable customer relationships Other Requirements: Should be based in Delhi NCR. should be able to work in Shifts, UK, EST and PST time zones. All The Best!

Key Responsibilities: Manage and assign support tickets across all channels(tickets, chats, calls) Ensure timely resolution and SLA compliance Escalate delays and communicate with customers Maintain ticket hygiene and share regular reports

Purpose of this position - The Support Expert (3rd Level Support SW) supports requests from Tech Expert (2nd Level Support) in solving technical queries for the respective products. He/she processes routed, functionally escalated customer inquiries and provide solutions. The Support Experts are the focal points to involve further Organizations providing L4 Support (e.g., Quality Management, R&D, TPMs, external suppliers etc.). Knowledge Transfer into Service and through different service levels is at all times ensured. Continuous improvement in quality and efficiency is his/her day-to-day charter. The Support Expert (3rd Level Support SW/HW) impacts in these main areas: • Effective and customer-oriented expert support concerning complex issues for the focused products • Monitoring and acceptance of allocated Cases routed from L2 to L3 Support,, fulfilling internal OLAs and customer SLAs to drive customer satisfaction • Detailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customers problems in MS Dynamics Tool • Detailed problem analysis, remote identification of a solution (via phone, e-mail, remote or visual support) and documentation in the Field Service and Support Management System (TopDesk / Dynamics) • Regular communication of status and solutions for requests via the Field Service and Support Management System • If required, provision of on-site support (troubleshooting, complex solutions, answering very complex technical customer questions) to solve very complex problems • Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc. • Providing know-how via (online) trainings, knowledge articles, documentation reviews etc. • Identification and categorization of customer inquiries that require further support and forward them to the respective specialist (Level 4 in R&D, Integration, Quality) in case of product change requests, upgrades, quality matters, etc. • Central point of contact to involve further non-service experts (Level 4) like Quality, R&D, OEMs and management of interaction and sparring with those • Contribution to continuous product improvements by raising quality notifications or change requests • Constant optimization of end-to-end support workflows, governance and tools through consolidation of customer feedback and initiation of corresponding action • Driving escalations to resolution The Support Expert (3rd Level Support - GDM) closely cooperating with • Global: Training, Knowledge & Technical Communication, R&D, Product Quality • Regions: Tech Expert (2nd Level Support) Requirements: Personality / Skills / Professional Qualification & Experience • Engineering degree in Computer/IT/Electronics/Electrical with many years professional experience in technical service in various support levels • Minimum 5-6 Years experience in SW support is required Regards, Kajal Khatri Kajal@beanhr.com

At Accelleron, we go further. Building on the heritage of more than 100 years as ABB Turbocharging, you will join a team of true experts in an exciting international environment that share a commitment to excel, to be a trusted partner in supporting our customers in the gradual change towards sustainable industries with innovative technology, expertise and smart solutions. We are driving diversity and inclusion across all dimensions as we welcome and celebrate individual differences. Join our Global Finance Community and elevate your career in an environment where you can thrive! As Finance Operational Excellence, we support our global network from India, ensuring seamless financial processes and strategic insights across Accelleron. Your colleagues worldwide will know you as a proactive and detail-oriented team player they can rely on and enjoy collaborating with. Your Responsibilities: Reviewing Travel & Entertainment (T&E) expenses, including per diems, allowances and car mileage as per local T&E policies. Liaise with local teams for resolution of discrepancies. Approve T&E expenses in Yokoy and perform the export postings to SAP. Reconcile credit cards postings with expense postings. Identify missing expense transaction and follow up with credit card holder for timely submission. Perform regular monitoring of timely expenses, sends reminder to credit card holders for expense submission. Liaise with central expense team to block card where necessary. Identify private expenses paid with corporate card and liaise with local HR for funds recovery. Answering inquiries from employees regarding to T&E by Teams or email Monitor expense posting in SAP. Generate KPIs and reports, analyze travel and expense data to identify trends, cost-saving opportunities, and areas for improvement Prepare ad hoc local reports from Yokoy needed to the taxable expense reporting Identifying and rectifying errors/improvements Reconciliation of T&E expense and clearing accounts First level support for our T&E tool request via our ticketing tool Liaise with relevant stakeholders (HR, Finance, MDM, Central T&E) to ensure all master data and interface are running smoothly. Liaise with HR for New Joiners and Leavers. Support with credit card invoices Working closely with the finance team in Switzerland and other countries Your background: Bachelors degree in finance/accounting and practical work experience of 2-4 years in Financial Accounting and Reporting. Solid experience with SAP (ECC and S4 Hana). Experience with MS Office. Ability to work with diverse teams across different countries. Self-motivated with a strong commitment to quality. Strong written and verbal communication skills in English. Outstanding attention to detail, accuracy, and the ability to multitask. Your Benefits: Attractive compensation & benefits Employee Assistance Program Global parental leave program Flexible working models

Experience Experienced as a team lead role/service management of at least 5 years in NCR preferably in audio-visual helpdesk coordination Qualification- 3 Years Diploma/any bachelor's degree BE/Btech) preferred : Electronics/Electrical/ Electronics& telecommunication/computer science background Certifications: Certified by AVIXA or OEMs like Crestron/Cisco-VC/Switching/Wireless LAN/LG/Samsung/Poly Communication - English, Hindi/native Gender: Male Position Location -Noida Workday : 6d working, 9.30am-6.30pm (Mon-Sat) Travel requirement: As needed basis, must have own conveyance (bike/car) Budget : 6-10LPA CTC Software skills required : Strong Excel skills (charts, filter, sort, vlookup, etc), knowledge of CRM tools (Jira, etc) Key Skills: - Lead a team of 5-10 field and resident customer service engineers, service coordinators on a Pan India basis - NCR, Mumbai, Chennai, Bengaluru, Pune etc. Will be responsible to achieve highest customer satisfaction by meeting and exceeding service level agreements and customer expectations. He will also plan spares and standby equipment inventory, monitor spares consumption, meet customers for service feedbacks, connect with Brands/OEMs for technical support and RMAs (Return Merchandize authorization) during and outside warranties. He shall also be responsible for site surveys, BOQs (Bill of Quantity) for existing customers expansion needs and travel across locations on need basis. Will achieve timely customer AMC contracts renewals/signing up for AMCs post warranty. He may be required to render adequate technical assistance for break-fix calls/upgrades of software etc. Will report to VP Business/CEO Must have serviced enterprise/MNC customers with rooms exceeding 100+ and handled VC solutions and Cafeteria/Townhalls AV Must have basic programming (C++) skills

Responsibilities Direct Responsibilities Coordinate closely with Data Platform Teamss and also all other BNL BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.) For a predefined applications scope take care of: Ticket Management Propose solutions to improve an application Incident Management (including problem determination) Request Management Change Management Ensure that SLA targets are met for above activities Handover to Italian teams if knowledge and skills are not available in ISPL Contributing Responsibilities Contribute to the definition of procedures and processes necessary for the team Help build team spirit and integrate into BNL BNP Paribas culture Contribute to incidents analysis and associated problem management Contribute to the regular activity reporting and KPI calculation Contribute to the knowledge transfer with BNL Data Platform team Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope Technical & Behavioral Competencies Fundamental skills: Deep knowledge about Mainframe usage COBOL, TSO, ISPF/S, Scheduler , JCL Basic knowledge about JAVA framework. Familiarity with database technology is required (such as: IBM DB2, Oracle DB , MS SQL Server, Teradata); SQL Languange in order to execute basic scripts and queries. Have basic experience with: Service Now ticketing system Aurelia Remedy ticketing system Nice to have: General IT infrastructure knowledge Knowledge of Requirements Collection, Analysis, Design, Development and Test activity Basic of Frontend Technologies (HTML, CSS, Javascript) applied to a Frontend Framework (e.g. Angular) Familiarity with DevOps tools including Ansible & Python Continuous improvement approaches Good written and spoken English Able to communicate efficiently Good Team Player

The IT Infrastructure Ticket Quality Analyst is responsible for monitoring, evaluating, and improving the quality of IT support tickets logged and resolved by the service desk and infrastructure teams. Immediate Joiners .

Responsibilities: Manage travel itineraries & bookings Provide consulting services on destinations & options Handle client calls with expertise Meet sales targets through ticket sales Maintain accurate records of bookings Annual bonus

Req ID: 316819 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Field Tech Senior Specialist - 360 IT support to join our team in Hyderabad, Telangana (IN-TG), India (IN). Position Overview What is the nature of the position and its services provided to the client 360 IT Support APP and hardware Asset Management Conference room and technologies support Mobility device support Ad hoc project support Client's Business Problem to Solve (Role Importance and Details) What are the key client solutions this position provides 1. Hardware leasing and lifecycle 2. Turnkey IT support solutions 3. Mobile device management and support 4. Conference device management and support General Duties and Tasks (Basic Required Qualifications) What specifically will this person be doing 1. L2 Onsite IT support presence covering Multiple technologies and solutions 2. Asset Management and managing device lifecycle including disposal and return to vendor 3. Liaise and work closely with client to ensure BAU needs are met 4. Ticket Management to ensure SLA and NPS requirements are achieved 5. Asset and mobile devices refresh 6. Conference room support including devices and technologies About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click.

About The Role : Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails

About The Role : Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Project Manager For governance and client relationship management On-site project team To resolve the complex problem/ issues at the site Lead/ Sr. Administrator Guide the administrators with the complex problems External Client Resolving the tickets/ queries and servicing them Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. Behavioral Competencies Problem solving Execution excellence Passion for results Collaborative working Deliver No. Performance Parameter Measure 1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails 2.

Key Responsibilities: Handle inbound and outbound calls, emails, and chats Resolve customer queries and complaints efficiently Maintain accurate records of customer interactions Follow company policies and quality standards Collaborate with team members to meet service goals Adapt to rotational shift schedules including night shifts Candidate Profile: Good command of spoken and written English Graduate or undergraduate degree holders Prior BPO experience preferred but freshers can apply Strong multitasking and problem-solving skills Ability to work under pressure and meet targets Immediate joiners preferred

Key Responsibilities: Manage inbound and outbound customer calls, emails, and chats Resolve customer queries and complaints efficiently Maintain accurate records of customer interactions and transactions Follow company policies and quality standards Collaborate with team members to achieve departmental goals Adapt to rotational shift schedules including night shifts Candidate Profile: Good command over spoken and written English Graduate or undergraduate degree holders Prior experience in BPO preferred but freshers can apply Strong multitasking and problem-solving skills Ability to work under pressure and meet targets Immediate joiners preferred

Key Responsibilities: Handle inbound or outbound customer interactions via phone email or chat Deliver accurate and efficient support in areas such as data services customer service or technical processes Maintain up-to-date records and ensure compliance with client guidelines Collaborate with internal teams to resolve issues and enhance client satisfaction Achieve performance metrics including quality accuracy and turnaround time Adapt quickly to changing processes and client requirements Candidate Profile: Proficiency in English for both spoken and written communication Graduate or undergraduate with strong analytical and customer service skills Prior experience in international KPO or BPO processes is an advantage Willing to work in rotational or night shifts Strong attention to detail with the ability to multitask Immediate joiners preferred