Sr Cust Exp Specialist

Join a team recognized for leadership, innovation and diversitySupport Team Members are responsible for providinground-the-clock support for multiple offerings (10+), by providing the firstresponse along with user management issues, coordinating with different teams,and ensuring timely resolution of documented support issues. They will work inshifts(24X7) to ensure continuous support and resolution of issues within theagreed SLAs.

Key Responsibilities:
Issue Resolution:
Triage, provide first response and engage L2 team
Handle user management and other documented support issues promptly.
Escalate complex issues to the Lead or higher support levels as required.
Document resolutions and update the knowledge base.
Monitoring & Reporting:
Monitor systems and services to proactively identify issues.
Provide regular updates and status reports to the Lead.
Timely outage communication based on the defined process.
Coordination:
Work closely with the team and other departments to ensure effective resolution of issues.
Participate in handover meetings during shift changes.
Identify areas for improvement in processes and workflows.Required Skills & Experience:
Bachelor s degree in Computer Science, IT or related fields
Minimum of 2 years in solving customer problems
Proven experience in managing a 24x7 support team.
Hands on Zendesk/Jira with familiarity in creation or dashboard
Strong knowledge of user management and IT support issues.
Excellent leadership, communication, and problem-solving skills.
Ability to handle high-pressure situations and make quick decisions.
Knowledge of cloud platforms and configuration management.
Excellent written and verbal communication.

Good to Have Skills:
Knowledge on the Cloud Services and database concepts.
Handson with Containers and Kubernetes provisioning/debugging.
Basic Networking Concepts for troubleshooting.
ITIL Certified

• JOB ID: HRD254939
• Category: Customer Experience
• Location: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road , Bangalore , KARNATAKA , 560103 , India
• Nonexempt