Technologist I, Global Service Center, Grade I
Chandigarh, India
3d ago

Position Summary

The purpose of this position is to lead, mentor and supervise a group of analysts providing technical support remotely. This role acts as a bridge between the manager and the team to address operational issues effectively.

Duties & Responsibilities


  • Lead, coach & mentor a team of support analysts providing technical support services, & help them enhance their competence
  • Handle operational escalations. Take action on escalated telephone calls, emails and service requests for functional support as per standard procedure
  • Support operations when there is low availability of staff
  • Support project managers as business demands
  • Train analysts on support processes and supervise their performance
  • Check for ageing issues & follow up via phone (during business hours) & email until resolution
  • Immediately consult manager on analysts’ job performance, health and safety related incidents
  • Accountable for ticket handling SLA
  • Maintain call history for statistical analysis, performance measurement and report as desired
  • Advise analysts to make them aware of planned maintenance window and send notifications to target users
  • Improve knowledge repository to enhance support operations. Check for inconsistency in existing processes and suggest improvements

  • Supports new projects for upgrading IT systems & to improve user experience
  • Should be open to travel as per business needs
  • Supervisory Responsibilities

  • This position has NO supervisory responsibilities, but is responsible for managing employees on the shift they supervise.
  • Reporting Relationship

  • Reports to Manager I in IT Service Center
  • Works closely with Support Analysts & Lead

  • Bachelor’s degree, preferably in computer science, or equivalent education and experience
  • Total work experience 6 years with at least 3 years of IT support experience as a Lead or Supervisor
  • Fluent in English with excellent communication skills
  • Able to work independently, & willing to work in rotational shifts.

  • Experience as a support lead / supervisor
  • Knowledge about call monitoring procedures
  • Microsoft, Cisco and ITIL certifications
  • Knowledge, Skills, Abilities, and Other Characteristics

  • Ability to evaluate new technologies & impact on users
  • Knowledge & support experience for Windows OS, Active Directory, MS Office Applications, Google Mail, & computer hardware
  • Teamwork & Interpersonal skills
  • Analytical, problem solving & decision making skills
  • Organizing & planning skills
  • Escalation handling and negotiation skills
  • Ability to work in shifts including on holidays and weekends to support the global businesses
  • Promote a positive work environment and world class customer support
  • Change management procedures & drills
  • Initiative : Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;
  • Looks for and takes advantage of opportunities; Asks for and offers help when needed

    Working Conditions

    This position is considered OFFICE WORK which is characterized as follows.

  • Almost exclusively indoors during the day and occasionally at night
  • Occasional exposure to airborne dust in the workplace
  • Work surface is stable (flat)
  • Physical Activity / Requirements

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    This position is considered LIGHT work.


  • Lift up to 20 pounds
  • Climbing, stooping, kneeling, squatting, and reaching
  • Lift up to 10 pounds
  • Standing
  • Repetitive movements of arms and hands
  • Sit with back supported
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