Job Title:
Technical II, Global Service Desk (TCF)
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Hybrid
The FTE for Global Service Desk is responsible for to manager Incident, Change, Problem for CNX customers, projects and locations across. Ensures overall supervision Major ICM Process, coordination and implement process enhancements.
Key accountabilties & responsibilities- Assign and coordinate the various technical teams in the resolution of incidents.
- Ensure the communication of incidents to the business, it management and internal technical services.
- Organize and lead the crisis bridges.
- Manage the internal and external escalations.
- Follow up with the main operators and suppliers and establish action plans accordingly.
- To document and update the various supports and information regarding the major incidents encountered.
- Prepare and lead incident review meetings and provide expected statistics.
- To be a driving force for the continuous improvement of processes related to incident management.
- Anticipate the recurrence of major incident by triggering problem management for in depth analysis and follow it until complete resolution.
- Establish action plans, perform REXS and RCAS and deliver the incident reports.
Main activities:
A. Manage incidents and technical crisis situations.
B. Communication.
C. Reporting, documentation and process review and improvement.
ACCOUNTABILITY/DECISION MAKING
- Is punctual at all times, recognizing the importance of this to colleagues and the smooth running of the department
- Self-manage working in conjunction with colleagues across the operational, insight and solutions teams resolving issues, determining priorities, negotiating the balance between projects focused on “less is more” and escalating contention where necessary.
- Assume accountability for the development of work orders for analysis and production of solutions escalating delivery failures where necessary
- Maintenance of the Operating Standards and production of overview of adherence with the standards in conjunction with the Audit Team
- Ensure project trackers are maintained so that the Solutions management team has a single view of the range of opportunities in development, roll out delivery or “live”.
Client RELATIONSHIP / CUSTOMER Focus
- Work in conjunction with the SSC and Various technology Team
Communication and Influencing
- Take a lead role in communicating change in process and procedure at every point in the development of opportunities for improvement until the concepts have been proven.
- Build rapport through consistent, confident and open communication style
Problem Solving
- Develop a process for identification, testing and delivery of data led improvements.
Location:
IND Gurugram - 4th Floor, 20, Delhi - Jaipur Expy, Sector 18.
Language Requirements:
English (Required)
Time Type:
Full time
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