Total 322 Customer Service job vacancies in Bengaluru

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty. 

Responsibilities:

• Customer Feedback Analysis

  • Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio

  • Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

• Cross-Functional Collaboration:

  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.

  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

• Insights Utilization:

  • Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.

  • Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.

  • Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

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Java,Unix,SQL Application Support - Rotational Shifts (24/7)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

In today’s highly competitive private equity market, firms must not only deliver superior returns, but also respond to more stringent reporting requirements and increasing demands for information – both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

What you will be doing:

• Provides technical support activities for a software production processing environment
• Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
• Detects, diagnoses and reports related problems
• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components
• Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption
• Creates and maintains complete documentation relative to the support of application software.

What you bring:

• At least 7+ years in experience in Java Unix SQL Production support
• Working Experience in Production support
• Good Knowledge in Unix commands and Unix Shell Scripting
• Application Servers JBOSS ,Web Server Apache Tomcat,Tools Eclipse, Putty, ANT
• Good Knowledge in web server/app server architecture
• Provide support to Java/J2EE applications.

Added Bonus if you have:

·       Knowledge in troubleshooting Java/J2EE application related issues.

·       Knowledge of FIS’ products and services

·       Knowledge of the business goals, objectives and business operations for the appropriate FIS organization

·       Knowledge of financial services industry

What we offer you:

·       An exciting opportunity be a part of Worlds Leading FinTech Product MNC

·       To be a part of vibrant team and to build up a career on core banking/payments domain

·       A broad range of professional education and personal development possibilities FIS is your final career step!

·       A broad range of professional education and personal development opportunities

·       Time to support charities and give back in your community

·        A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

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Application Support(Unix, SQL and Shell Scripting)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

About the team:

It’s an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions.

What you will be doing:

• Provides technical and business monitoring & Observability support for users of client Applications.
•  Monitor & Analyze applications to identify performance issues, potential risks, vulnerabilities and security issues.
•  Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
•  Act as a liaison between users, interfacing internal technology groups and vendors.
•  Participate in Custom solution releases, from development, testing and deployment into production.
•  Perform testing, upgrades & checkouts after new version releases and infrastructure updates.
•  Develop and maintain technical support documentation.
•  Drive ideas and information impacting the business positively by ensuring the quality of work provided by self and others.
•  Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
•  Perform duties and functions as assigned in a concise and logical manner.
•  Operate with a limited level of direct supervision.
•  Independently Functioning as well as a team player.
•  Has excellent communication and diplomacy skills to persuade and influence.
•  Ability to communicate appropriately to relevant stakeholders.

What you bring:

• 6+ years’ experience and well versed with Unix/Linux, should be comfortable with scripting.
• 6+ years of experience in Log Monitoring
•  Experience with ServiceNow is must.
•  Self-starter with meticulous approach to work habits.
•  Team player with good communication skills and ability to perform under pressure.
•  Ability to work independently and deliver results to meet deadlines.
• Good debugging skills and ability to handle operational issues.
• Strong in problem solving, analytical skills, algorithms.
• Familiarity with monitoring and understanding of SLI concept.
• Ability to communicate technical concepts effectively, both written and orally.
• Strong interpersonal skills required to collaborate effectively with colleagues across diverse technology teams and locations.
• Really good at Python, Bash, PowerShell (at least anyone).
• Able to raise CC/ECC/ network related change , good exposure to service now
•  Excellent customer service, written / verbal communication and interpersonal skills

Education Requirements:  

Bachelor’s degree or the equivalent combination of education, training, or work experience.

What we offer you:

•  A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
•  A competitive salary and benefits
•  A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

As a Support Account Manager, you will be responsible for the customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support and become their single point of contact for their region. Based in Bangalore, you will report to the Premium Support Manager.
You must have previous experience in L2 and L3 support and customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain you are responsible for.

Job duties:

• First, second and third level of support for Premium Support customers located in your business area – up to 5 accounts.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.
• Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.
• Be present in key meetings throughout the different phases of a project, including kick- off and go-live.
• Organize and take part in follow-up meetings with both the internal teams at Nexthink as well as the customer, in order to provide resolution to a customer issue.
• Ensure you have a thorough understanding of the customer’s environment, business and particular needs.
• Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.
• Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

Accountable for probing; triaging; dispatching job to the right man with the right skills using necessary tool either via phone or emails
Following our Business Code of Conduct and always acting with integrity and due diligence
Identifying operational improvement and finding solutions by applying CI tools and techniques
Handle Inbound / Outbound Calls within the critical metrics
Knows and applies fundamental work theories/concepts/processes in own areas of work
To Probe; Triage and Dispatch Jobs for the Stores Allocate the right man with the right skill @ the right time
Responds with appropriate levels of urgency to situations that require quick response or turnaround
Ability to the analyze the root cause and handle 1st level issues
Ability to make informed and timely decisions
 

Summary: As an Engineering Applications Support Engineer at Western Digital, you will be pivotal in ensuring the stability, security, and efficiency of our Engineering Applications, including ALM, Simulation, and Analytics tools. This role demands strong technical skills in Automation, Windows/Mac OS, Microsoft SQL Database, VMWare, Security, Windows Application Management, and Web Application Management tools. Collaborating with various IT teams, you will integrate and optimize engineering applications, enabling our engineering teams to efficiently develop and deliver high-quality products.

Key Responsibilities:

• Manage Windows or Mac Applications.
• Provide technical support for Engineering Applications like Polarion and iObeya.
• Knowledge of JMP, Minitab, iObeya, Ansys, Beyond Compare, SolidWorks, MATLAB, and BricsCAD is a plus.
• Handle installations, upgrades, and licenses for Engineering applications using Flexlm/SCCM tools.
• Resolve issues related to Server Connectivity, Application Access, and Client Configurations (Microsoft Software Center/MAC Self-Service).
• Package, document, deploy, and troubleshoot engineering applications, collaborating with vendor partners and public forums.
• Strong troubleshooting skills for Win Batch, Linux Shell, Power Shell, and Visual Basic scripts.
• Troubleshoot web applications hosted on Tomcat and Apache HTTP, including Java runtime errors and malfunctions.
• Use system monitoring solutions like Nagios to ensure system health and performance.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Understand cybersecurity principles, threat modelling, and risk assessment methodologies.
• Exhibit excellent analytical and problem-solving skills with attention to detail.
• Support a large user base, providing platform-as-a-service.
• Experience with Application Management Dashboarding and License optimizations.

Job Description:

Freshworks is seeking a Director of Customer Communications to lead our overall comms strategy in delivering personalized, coordinated, and compliant communications across key milestones across the customer journey. Reporting to the VP of Customer Engagement, this role will establish a robust governance framework and operating plan for delivering more meaningful communications to our customers across key channels (email, in-product, etc.) to improve customer satisfaction, loyalty, and value for our customers.

Key Responsibilities:

• Strategic Planning: Develop and implement a comprehensive customer communications strategy that supports the company’s overall business goals and enhances the customer experience.

• Cross-functional collaboration: Work in partnership with strategic teams across PM, PMM, Enablement, Marketing, Customer Success, Professional Services, Sales, etc. to deliver more personalized and coordinated communications that inform customers on strategic initiatives across Freshworks.

• Establish a comms calendar and governance council to prioritize the most impactful communications during key moments across the fiscal year, e.g., VoC surveys, product updates and releases, company announcements, etc. 

• Customer Feedback: Establish and maintain channels for collecting and aggregating customer feedback to improve our comms strategy and GTM operating model.

• Performance Metrics: Define and track key performance indicators (KPIs) for customer communications, including open rates, response rates, customer satisfaction scores, and the overall impact on customer adoption, retention, and loyalty.

• Brand Consistency: Ensure that all customer communications follow the company’s brand voice, style, and messaging guidelines.

• Regulatory Compliance: Ensure all customer communications comply with relevant regulations and industry standards.

• Excellent communication skills include building customer rapport, conducting interviews, and crafting compelling narratives.

• Strong project management and organizational skills, with the ability to prioritize tasks, meet deadlines and manage multiple projects simultaneously.

• Familiarity with CRM systems, marketing automation platforms, and other tools for managing customer data and marketing content.

• Knowledge of B2B marketing principles and strategies, particularly related to customer advocacy and reference programs

• Creative thinking and problem-solving ability, customer-centric mindset and a passion for delivering exceptional customer experiences.

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

About the Team:

In today’s highly competitive retirement market, firms must not only deliver superior customer value, but cater to challenging customer requirements and solve complex problems efficiently. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

What you will be doing:

• Understanding of customer support processes and tools, follow defined production support processes.
• Interact with customers, product owners, cross-functional engineering teams to troubleshoot issues, provide workarounds and bug fixes by leveraging your software development skills.
• Understand the Retirements platform as well as its implementation at the assigned customers very well including configurations, customizations, and integrations.
• You will be the support point-of-contact person for both technical and functional support items – basically being the customer’s go to person.

What you bring: 

• 7-10 years of relevant experience.
• 5+ years of experience in Production Support, Application Development and Sustain engineering role.
• Expertise on AWS, Cloud Computing and Microservices will be an added advantage.
• Strong troubleshooting skills on Java platform with expertise in Core Java, SQL and JavaScript.
• Taking ownership and responding to open support tickets.
• Closing open support tickets by adhering to the production support service level agreements
• Identifying and implementing automation opportunities to ensure success.
• Monitoring applications and infrastructure alerts and reacting quickly.
• Prepare and maintain up-to-date documentation of systems and procedures, and other relevant information.
• Work independently on issues assigned as well as collaborate across the product organization, when needed.
• Recommending and implementing solutions to mitigate repeat product issues.

• Code corrections for identified defects for new and existing releases of the software.
• Ensure compliance with predefined coding best practices.
• Ensure adherence to processes as required by the project.
• Coordinate with lead (s) and business analyst(s) with focus on effective communication from a delivery perspective.
• The individual may be required to work on multiple areas simultaneously (development, platform releases, installations, conversions, production support, training, etc.)

     Skills

        Qualifications

• Degree or equivalent
• Demonstrated ability to analyze complex situations and learn new processes and technologies quickly
• Previous experience in the Financial Services Industry.

Competencies

• Excellent communicator – ability to discuss technical and commercial solutions to internal and             external parties and adapt depending on the technical or business focus of the discussion.
• The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned as well as to collaborate across the organization, when needed.
• The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner. 
• Very strong analytical skills with an eye for detail. 
• Attention to detail – track record of authoring high quality documentation.
• Organized approach – manage and adapt priorities according to client and internal requirements.
• Self-starter but team mindset - work autonomously and as part of a global team

• .

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.  We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe.  FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Unix,SQL  Java and Scripting (Shell / Python) - Application Support - Rotational Shifts (24/7)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

In today’s highly competitive private equity market, firms must not only deliver superior returns, but also respond to more stringent reporting requirements and increasing demands for information – both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

What you will be doing:

• Provides technical support activities for a software production processing environment
• Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
• Detects, diagnoses and reports related problems
• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components
• Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption
• Creates and maintains complete documentation relative to the support of application software.

What you bring:

• At least 3-6 years in experience in Unix,SQL  Java and Scripting (Shell / Python)
• Working Experience in Production support
• Good Knowledge in Unix commands and Unix Shell Scripting
• Application Servers JBOSS ,Web Server Apache Tomcat,Tools Eclipse, Putty, ANT
• Good Knowledge in web server/app server architecture
• Provide support to Java/J2EE applications.

Added Bonus if you have:

·       Knowledge in troubleshooting Java/J2EE application related issues.

·       Knowledge of FIS’ products and services

·       Knowledge of the business goals, objectives and business operations for the appropriate FIS organization

·       Knowledge of financial services industry

What we offer you:

·       An exciting opportunity be a part of Worlds Leading FinTech Product MNC

·       To be a part of vibrant team and to build up a career on core banking/payments domain

·       A broad range of professional education and personal development possibilities FIS is your final career step!

·       A broad range of professional education and personal development opportunities

·       Time to support charities and give back in your community

·        A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Unix,SQL  Java and Scripting (Shell / Python) - Application Support - Rotational Shifts (24/7)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

In today’s highly competitive private equity market, firms must not only deliver superior returns, but also respond to more stringent reporting requirements and increasing demands for information – both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

What you will be doing:

• Provides technical support activities for a software production processing environment
• Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
• Detects, diagnoses and reports related problems
• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components
• Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption
• Creates and maintains complete documentation relative to the support of application software.

What you bring:

• At least 3-6 years in experience in Unix,SQL  Java and Scripting (Shell / Python)
• Working Experience in Production support
• Good Knowledge in Unix commands and Unix Shell Scripting
• Application Servers JBOSS ,Web Server Apache Tomcat,Tools Eclipse, Putty, ANT
• Good Knowledge in web server/app server architecture
• Provide support to Java/J2EE applications.

Added Bonus if you have:

·       Knowledge in troubleshooting Java/J2EE application related issues.

·       Knowledge of FIS’ products and services

·       Knowledge of the business goals, objectives and business operations for the appropriate FIS organization

·       Knowledge of financial services industry

What we offer you:

·       An exciting opportunity be a part of Worlds Leading FinTech Product MNC

·       To be a part of vibrant team and to build up a career on core banking/payments domain

·       A broad range of professional education and personal development possibilities FIS is your final career step!

·       A broad range of professional education and personal development opportunities

·       Time to support charities and give back in your community

·        A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Service Delivery Manager – MSP (SDM) is the focal point of driving the overall technical services delivery to any MSP customer from Day 1 as the project goes live. SDM is introduced as the SPOC from Technical Services at the beginning of the new logo implementation through any of the packages available with Nexthink. As the project enters the run phase, the SDM manages the delivery of scoped Managed Services (hereafter referred to as “Accelerate”) to Nexthink’s MSP Partner & their end customer. They play a pivotal role in supporting the MSP & their customer to realise value from the Nexthink platform. The SDM is supported by one or more Professional Services Consultants (PSC) as well as other support functions like Partner Success Manager, Product Managers, Product Support and more over, backend teams creating new content over the Nexthink platform. The objective of SDM is to ensure that Accelerate services are aligned with the customer success plan, and the value metrics being tracked for the customer, ensuring a continuous value delivery to the customer.

The role will coordinate the daily activities of the assigned PSCs, along with the other supporting Accelerate teams located globally and focus on the highest priorities and the biggest impact to the customer, while providing quality assurance, and delivering within the agreed service levels.

The role is a combination of technical and business skills; in which the candidate would work with the MSP & their customer right from doing DEX Management planning, document mutually agreeable success parameters, assigning BAU tasks to Accelerate PSCs and setting a governance to track the achievements of set goals & ultimately, document and present value achieved to the customer. The candidate should have the ability to assess technical requests, have meaningful discussions with customer on their objectives and map the same back to different product features / packages offered by Nexthink. SDM would be responsible to create and drive the Service Delivery Strategy for the customer and would work internal and external stakeholders across the customer and partner organizations.

Responsibilities

1. Single Point of Contact (SPOC) for the Managed Service Provider (MSP) and their customer, overseeing all deliverables outlined in the Services contract.

2. Participate actively in Customer Steering Group meetings, collaborating with the MSP to discuss Nexthink's role in the customer's Digital Experience (DEX) strategy, understand the partner / customer’s priorities and effectively, ensure timely and qualitative delivery of services.

3. Provide guidance to the PSC & MSP to drive the Business as Usual (BAU) operations. Recommend new business use cases and engage with the customer / MSP to increase adoption of Nexthink.

4. Analyze customer’s business needs & pain areas through regular connects, understanding of TCDs from Service Desk & various data seen from Nexthink. Identify opportunities to increase automation of issues & leverage existing as well as custom created contents to deliver value to the customer’s / MSP business.

5. Gain a deep understanding of the customer's business goals and objectives as outlined in the MSP contract, aligning Nexthink's deliverables with these objectives.

6. Comprehend the customer's DEX goals, strategic plans, pain points, and limitations to offer informed advice on leveraging Nexthink effectively.

7. Conduct thorough analysis of Nexthink data and present actionable insights to the customer. Create well documented presentations, capturing insights from data and provide recommendations.

8. Organize and coordinate for regular governance calls with MSP as well as bi-monthly / quarterly business review meetings with a focus on getting things done, based on CSP and mutually agreed road-map.

9. Collaboratively plan the Customer Success Plan and strategy with the PSM, Sales team, PSC & SC regularly; ensure to update the CSP based on the customer’s priorities.

10. Lead and manage the PSC / PSCs assigned to specific projects, ensuring their tasks and goals align with the Customer's Success Plan (CSP).

11. Identify and advocate for automation opportunities that bring value to the customer. Prioritize and request custom automation or report creation as needed, working backend with the other support teams of Accelerate.

12. Develop content tailored to customer requirements, collaborating with the Shared Services team for custom scripting, reports using external tools with Nexthink data, custom NQL queries.

13. Support customer initiatives related to Nexthink operations, including existing and upcoming projects. Encourage customer participation in Technical Previews of new features.

14. Organize regular product roadmap workshops to keep customers informed about new features and modules.

15. Meet Service Level Objectives (SLOs) and take prompt action, including internal escalations or partner notifications, in case of any impacts on SLO achievement.

16. Identify and fulfill agreed-upon use cases, consistently delivering results quarter after quarter.

17. Validate any new service / content requirements from the partner and raise the records in JIRA ticketing system. Assign tasks to self or PSC, post validation.

18. Establish and maintain a regular communication cadence with the MSP and customer through weekly, monthly, and quarterly meetings, ensuring that progress is tracked by PSCs.

19. Maintain updated Action Trackers & other relevant documents on OneDrive, including customer related insights and roadmap discussions. Update Salesforce records as required.

20. Prepare all customer-facing and internal deliverables, ensuring they meet high-quality standards.

21. Coordinate and communicate with cross-functional teams, including Sales, Support, and Partner Success, to align Managed Services activities.

22. Increase the footprint of Nexthink across different functions of the customer, within IT as well as non-IT related usage. Enhance stickiness of Nexthink to ensure smooth renewal and possible product upsells.

23. Escalate issues internally and externally when necessary to ensure prompt resolution. Follow-up with Product Support or relevant resolver groups to ensure timely resolution of issues raised. Raise RED FLAGS to alert in case of any deviations.

24. Stay informed about product development and releases at a level necessary to fulfill the above responsibilities, and inspire PSCs to innovate continuously to maximize Nexthink's value.

AECOM is searching for a IT Service Delivery Specialist. This position will support Corporate IT team. The IT Service Delivery Specialist will ensure our customers’ needs and expectations are properly understood. This role reports to the Europe MEA IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a ‘trusted’ partner to the AECOM business. This position offers a hybrid work schedule with flexibility to work both remotely and out of our office in Bangalore, India.

Tasks and Responsibilities:

• Provide day-to-day IT Service Delivery oversight for the India region.
• Partner with regional Business Relationship Manager
• Understand regional issues and challenges.
• Provide updates on projects and improvement initiatives.
• Ensure IT audits are logged and completed.
• Report back on regional issues and challenges to their manager.
• Manage escalations within the region.
• Support ongoing and new projects.
• Assist and coordinate for Infrastructure projects with towers lead / Vendors for new real estate projects, Project office mobilization etc.
• Ensure current ITSM processes are being followed.
• Ensure IT asset management processes are being followed.
• Maintain an accurate inventory of IT assets for new employees. This includes tracking the logistics to ensure timely delivery of necessary materials to their respective locations or project offices.
• Manage the e-waste process, aligned to the IT Asset Management process.
• Manage the IT process for New Hires and PC Refresh.
• Ensure proper recording, documentation, and closure of tickets.
• Work closely with AECOM’s managed service provider to ensure a high level of service is being provided.
• Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
• Drive standardized processes across the region.
• Provide on-call support as part of the Major Incident Management process.
• Document and communicate processes, procedures, and standards.
• Ensure knowledge articles, training and how-to documents are created.
• Track regional Ticket Data and provide updates within the Region.
• Collaborate and contribute to the broader IT goals.
• Identify opportunities for improvement within the region.
• Drive automation where possible.

This role will handle the end to end process for a project called Claimant Register to provide Additional Request Information (ARI) for requested employee numbers and solve queries received from legal team/Solicitors.
-Perform assigned task accurately with zero errors -Perform other miscellaneous duties as required by management -Driving CI culture; implementing CI projects and innovation for within the team -Prepare process Maps and modify it as and when there is change to provide great Colleague Experiences -Co-ordination with relevant stakeholders with Payroll; Technology and Legal teams to ensure that the legal requirements that arise from time to time are addressed -Will be working closely with group legal team -Compliance with Tesco Business Code of Conduct and other policies as applicable from time to time The role will also involve: - Managing and updating Tesco templates and playbooks in relation to ARI - Manage multiple task related to Claimant register in stipulated time frame

Key people and teams I work with in and outside of Tesco:
- Group and TBS Legal teams - UK Payroll Team - External UK Law Firm - 3rd party law firms - Technology Team
Experience relevant for this job:
- Fresh graduate from a reputed college - Communication and negotiation skills - Ability to work independently and cross functionally under pressure
 

Job Summary: I lead and motivate my team to deliver operational excellence across all business-critical metrics; continually striving to improve efficiency and service through effective communication; colleague engagement; mentoring and development of my team.
In this job; I am accountable for:
- Ensuring I understand our Core Purpose and the role I play in delivering this - Role modelling the Tesco values and leading by example in what I do and how I behave - Crafting a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day - Delivering our key metrics and performance measures - Collaborating with resource planning to deliver agreed service levels - Supporting my team with complex issue management; liaising with partners on outstanding issues and taking ownership to close issues - Ensuring standard operating procedures are current and adhered to by my team - Ensuring the team receive all training; knowledge and development to provide a quality service and deliver expectations - Mentoring my team to deliver great service; perform operational transactions to a high standard and continually uplift performance - Holding inspiring everyday conversations with my team; recognizing great performance and encouraging a focus

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

About the team:

It’s an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions.

What you will be doing:

• Provides technical and business monitoring & Observability support for users of client Applications.
•  Monitor & Analyze applications to identify performance issues, potential risks, vulnerabilities and security issues.
•  Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
•  Act as a liaison between users, interfacing internal technology groups and vendors.
•  Participate in Custom solution releases, from development, testing and deployment into production.
•  Perform testing, upgrades & checkouts after new version releases and infrastructure updates.
•  Develop and maintain technical support documentation.
•  Drive ideas and information impacting the business positively by ensuring the quality of work provided by self and others.
•  Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
•  Perform duties and functions as assigned in a concise and logical manner.
•  Operate with a limited level of direct supervision.
•  Independently Functioning as well as a team player.
•  Has excellent communication and diplomacy skills to persuade and influence.
•  Ability to communicate appropriately to relevant stakeholders.

What you bring:

• 1+ years’ experience and well versed with Unix/Linux, should be comfortable with scripting.
• Technical role with primary skills in Linux and secondary skills in Windows
• Good experience in any of the web servers (Websphere/ JBOSS/ Tomcat/ Apache/ IIS)(installation & configuration).
• Good experience in SQL/ Oracle DB 
• Good experience in Scripting (Shell, PowerShell)
• SSL Certificates Management, installation and configuration
• Exposure to Password Management
• Exposure to Security Vulnerability Remediation
• Good to have CI/CD tools (Jenkins) knowledge or experience.
• Web, APP and Networking architecture
• Knowledge in IT Infrastructure and Environment
• Knowledge in Tools and Technology used and web applications
• Hands-on experience in a SDLC is strongly desired.
• Rotational Shift (India Day and night) and flexibility to work in Weekends as well.
• Ability to work with many cross-functional teams inside the IT organization along with Technology Services.
• Ability to understand interdependencies between the physical and logical configurations within IT environments.
• Ability to drive external and internal customer satisfaction.
• Ability to establish and manage priorities effectively and multi-task.
• Ability to learn quickly and willingness to continuously learn and enhance skills.
• Ability to demonstrate interpersonal and team building skills and manage conflict.
• Ability to communicate effectively verbally and in writing.
•  Education Requirements:  

Bachelor’s degree or the equivalent combination of education, training, or work experience.

What we offer you:

•  A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
•  A competitive salary and benefits
•  A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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