Overview
Since year 2003, Oceaneering’s India Center has been an integral part of operations for Oceaneering’s robust product and service offerings across the globe. This center caters to diverse business needs, from oil and gas field infrastructure, subsea robotics to automated material handling & logistics.
Our multidisciplinary team offers a wide spectrum of solutions, encompassing Subsea Engineering, Robotics, Automation, Control Systems, Software Development, Asset Integrity Management, Inspection, ROV operations, Field Network Management, Graphics Design & Animation, and more.
In addition to these technical functions, Oceaneering India Center plays host to several crucial business functions, including Finance, Supply Chain Management (SCM), Information Technology (IT), Human Resources (HR), and Health, Safety & Environment (HSE).
Our world class infrastructure in India includes modern offices, industry-leading tools and software, equipped labs, and beautiful campuses aligned with the future way of work. Oceaneering in India as well as globally has a great work culture that is flexible, transparent, and collaborative with great team synergy.
At Oceaneering India Center, we take pride in “Solving the Unsolvable” by leveraging the diverse expertise within our team. Join us in shaping the future of technology and engineering solutions on a global scale.
Position Summary and Location
This position is office based, GSC supervisor oversee and manage a team of service desk agents, ensuring efficient and effective IT support across multiple communication channels (phone, email, chat, and ticketing systems). The Shift Supervisor will be responsible for managing day-to-day service desk operations, handling escalations, monitoring performance, and ensuring high-quality service through regular audits of support interactions, tickets, and communications. This role involves analyzing data, identifying trends, and providing actionable insights to enhance service quality and operational efficiency.
Duties and Responsibilities
§Supervise a team of service desk agents, providing guidance to ensure a high standard of service delivery.
§Serve as the first point of escalation for complex technical issues, ensuring timely resolution or handover to appropriate technical teams.
§Oversee the operational activities of the service desk team to ensure smooth execution of the incident management process and service requests.
§Oversee the handling and resolution of incoming service requests, incidents, and technical support tickets to ensure they are logged, prioritized, and assigned appropriately.
§Ensure service desk agents meet agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response and resolution times across all support channels (calls, emails, chats, and tickets).
§Prepare and submit detailed reports on SLA’s, KPI etc
§Conduct regular audits on calls, chat logs, email responses, and service tickets to assess the quality of service provided, ensuring compliance with internal standards and best practices.
§Provide constructive feedback and coaching to agents based on audit results, helping them improve their technical and customer service skills. Conduct training sessions on audit findings to ensure continuous improvement.
§Ensure all incidents and requests are documented accurately, and that the resolution is fully described for future reference and analysis.
§Gather and analyze feedback from users regarding service desk performance and use the data to improve service quality and team.
§Collaborate with GSC managers and other IT teams to implement process improvements based on audit results, user feedback, and performance data.
§Develop and deliver ongoing training to the service desk team based on audit results, emerging technologies, and common support issues. Ensure that agents are equipped with the knowledge and skills to meet the standards.
§Identify opportunities for process optimization within the service desk, focusing on improving efficiency, service quality, and customer satisfaction. Collaborate with team leads and management to discuss findings and implement corrective actions.
§Improve existing training content for new hires and perform tna (training need analysis) for existing staff.
Supervisory Responsibilities
·This position does not have direct supervisory responsibilities.
Reporting Relationship
·Reports to Manager in Global Service Center
Qualifications
Required
¿3+ years of experience in a service desk or IT support role, with at least 1-2 years in a lead role.
¿Proven experience in managing and conducting audits of service desk operations (calls, chats, emails, and tickets).
¿Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
¿Strong problem-solving skills and the ability to handle escalated issues effectively.