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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Engineering / Construction |
| Functional Area | IT Operations / EDP / MIS,Telecom Network Design / Management |
| EmploymentType | Full-time |
Title: IT Operations Associate.Location: BangaloreJOB SUMMARY: The Shift Supervisor is a problem solver and is responsible for execution and service delivery of the support center. This role has the responsibility of assuring ticket queues and escalation requests are remediated in an efficient and timely manner. The Shift Supervisor works with internal & external resources to remediate issues effectively. The Shift Supervisor aligns people, process and technology, as a result, is a key role that contributes heavily towards the success of our support center.The Shift Supervisor provides direction to company resources to deliver excellent support in a timely manner. The Shift Supervisor has frequent contact with clients, subordinates, peers, and 3rd party vendors.Essential RESPONSIBILITIES and ACCOUNTABILITIES: Manages ticketing queue, monitors incidents, urgency levels and reviews aging tickets.Handles client escalation requests by working with internal & external resources to remediate issues effectively.Drives daily ticket SLA, ticket assignment, and daily operational metrics.Operational discipline, providing direction on process and operations.Aligns company resources to ensure compliance with organization s command media.Supports critical incident triage, resolution and post mortem reviews. Acts as an incident manager.Performs call, email and ticket queue monitoring for quality assurance.Collaborates effectively with company management to accomplish assigned objectives and goals.Supports information technology strategies, policies, and procedures.Supervises performance of support resources for accountability to key performance indicators, company policies, and customer serviceLeads by example and exceeds requirements for policies including attendance.Other duties as assignedJOB SPECIFICATIONS - Knowledge & Skills: Strong customer service skills, and excellent communication skills.Ability to effectively prioritize and execute tasks in a high-pressure environment.Possess excellent time management skills.Experience with mentoring staff, fostering a team environment, and upholding policies.Motivated with strong work ethic.Ability to support employees to enhance their performance, development, and productivity.Ability to create daily, weekly, monthly, and/or quarterly performance reports.Ability to handle multiple concurrent issues under high-pressure situations with accuracy.Ability to work closely with peers, operations, and engineering teams.Ability to function in a 24/7 operational environment.Ability to work a flexible schedule on weekdays and weekends as required.Travel may be required for this position.Working Conditions / Environment & Physical Demands: Required to work in an office environment with moderate noise and moderate temperatures.Incumbent may be asked to perform other duties as required.Sit for long periods of time.May lift/carry/push/pull up to 50 poundsMay require minimal walking, climbing, stooping, crouching, and/or bendingThese positions may be expected to work varying shifts and hours to ensure successful operation of activities in the organization.Recommended Talents:Comfortable working in a fast pace high demand, global work environmentHighly intuitive and able to make quick educated conclusions based on numerous information sourcesHealthy understanding of Software as a Service and evolving business modelsExperience with public and private cloud, Container/Kubernetes.Highly technical background with an BS in Computer Science is preferred,
Keyskills :
sciencesitdrivescomputer sciencetime managementflexible schedulekey performance indicatorssoftware as a serviceit operationscustomer serviceprivate cloudservice deliveryinformation technologyslacloudtriageemailsolverdemand