Lead Specialist - TSC

7 Eleven Corporate Services; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Relocation to Bangalore

Free transportation

Cafeteria facilities

Sponsored training

Job summary

7-Eleven Global Solution Center, based in Bengaluru, is seeking an experienced Lead Specialist for TSC/EMS operations. You will serve as the SME, lead technical incident resolution, coordinate major bridge calls, and drive continual service improvements across store tech and enterprise applications.

The role requires 8+ years in global support with strong ITIL knowledge, and hands-on experience with monitoring tools. Office-based, 5 days a week, US hours may apply.

Qualifications

• 8+ years in Global Service Desk / TSC / EMS / NOC or similar support roles.
• 2+ years in technical lead / SME capacity for enterprise environments.
• Strong troubleshooting for Windows, retail tech, networking, and store hardware.
• Experience with ticketing and monitoring tools (ServiceNow, Jira, Remedy etc.).
• Knowledge of ITIL processes and service management best practices.

Responsibilities

• Serve as the primary SME for TSC and EMS operations.
• Provide advanced technical support for complex incidents across stores and enterprise apps.

Skills

Technical Lead

SME

Incident Management

Root Cause Analysis

Automation & Monitoring

Stakeholder Management

Tools

ServiceNow

Jira

Remedy

SolarWinds

Splunk

Dynatrace

New Relic

Job description

Why Join 7-Eleven Global Solution Center?

When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end-to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually. Build solutions for scale, addressing the diverse needs of our 84,000+ stores in 19 countries. Experience growth through cross-functional learning, encouraged and applauded at 7-Eleven GSC. With our size, stability, and resources, you can navigate a rewarding career. Embody leadership and service as 7-Eleven GSC remains dedicated to meeting the needs of customers and communities.

Why We Exist, Our Purpose and Our Transformation?

7-Eleven is dedicated to being a customer-centric, digitally empowered organization that seamlessly integrates our physical stores with digital offerings. Our goal is to redefine convenience by consistently providing top-notch customer experiences and solutions in a rapidly evolving consumer landscape. Anticipating customer preferences, we create and implement platforms that empower customers to shop, pay, and access products and services according to their preferences. To achieve success, we are driving a cultural shift anchored in leadership principles, supported by the realignment of organizational resources and processes.

At 7-Eleven we are guided by our Leadership Principles. Each principle has a defined set of behaviours which help guide the 7-Eleven GSC team to Serve Customers and Support Stores.

• 1. Be Customer Obsessed
• 2. Be Courageous with Your Point of View
• 3. Challenge the Status Quo
• 4. Act Like an Entrepreneur
• 5. Have an “It Can Be Done” Attitude
• 6. Do the Right Thing
• 7. Be Accountable

Job Title: Lead Specialist- TSC /EMS

Job Responsibilities:

• Serve as the primary technical lead and subject matter expert (SME) for TSC and EMS operations.
• Provide advanced technical support and guidance for complex incidents affecting stores, business users, enterprise applications, and infrastructure services.
• Act as the highest technical escalation point before engaging engineering or resolver groups.
• Lead technical troubleshooting efforts for critical incidents, ensuring rapid diagnosis, containment, and resolution.
• Coordinate major incident bridge calls and facilitate collaboration among support, infrastructure, application, and vendor teams.
• Monitor enterprise environments and operational dashboards to proactively identify service degradation, outages, and emerging risks.
• Analyze s, events, and incident trends to improve monitoring effectiveness and reduce recurring issues.
• Ensure incidents and service requests are managed in accordance with established SLAs, operational standards, and escalation procedures.
• Drive restoration activities during high-priority incidents and provide timely technical updates to stakeholders.
• Conduct root cause analysis (RCA) reviews and partner with resolver groups to implement corrective and preventive actions.
• Review ticket queues, monitoring consoles, and service health dashboards to ensure timely action and operational compliance.
• Identify opportunities for automation, process improvements, monitoring enhancements, and operational efficiencies.
• Develop and maintain technical documentation, troubleshooting guides, knowledge articles, SOPs, and operational runbooks.
• Support change management activities by reviewing implementation plans, identifying risks, and providing operational readiness validation.
• Lead technical knowledge-sharing sessions and provide coaching to associates, specialists, and senior specialists.
• Collaborate with application, infrastructure, network, security, and business teams to improve service stability and performance.
• Validate monitoring coverage and ensure critical business services are appropriately monitored and supported.
• Review service performance metrics including SLA compliance, MTTR, incident volume, quality, availability, and service health indicators.
• Drive continuous service improvement initiatives focused on incident reduction, operational excellence, proactive monitoring, and customer experience.
• Support audit, compliance, security, and governance requirements related to service operations.
• Participate in disaster recovery testing, business continuity exercises, and critical event preparedness activities.
• Ensure adherence to ITIL processes, operational procedures, security standards, and support policies.
• Provide technical leadership during planned maintenance, production deployments, infrastructure upgrades, and outage events.
• Meet and exceed operational KPIs including SLA Compliance, MTTR, FCR, Availability, Incident Reduction, Monitoring Effectiveness, and Service Quality targets.
• Maintain high standards of technical excellence, operational discipline, customer focus, and service delivery across all support activities.

Job Requirements

• 8+ years of experience in a Global Service Desk, Technical Support Center (TSC), Enterprise Monitoring Services (EMS), NOC, IT Help Desk, or Customer Support environment.
• Minimum 2+ years of experience in a technical lead, senior specialist, or SME capacity supporting enterprise environments.
• Strong expertise in troubleshooting Windows operating systems, POS systems, enterprise applications, retail technologies, hardware, peripherals, and networking concepts.
• Experience working with ticketing and monitoring platforms such as ServiceNow, Jira, Remedy, SolarWinds, Splunk, Dynatrace, SCOM, New Relic, or similar tools.
• Strong understanding of Incident Management, Major Incident Management, Problem Management, Change Management, and Service Desk Operations.
• Demonstrated ability to lead technical incident resolution efforts across multiple support teams and technology domains.
• Experience coordinating bridge calls, technical escalations, and service restoration activities for critical incidents.
• Strong understanding of SLA, KPI, and operational performance management.
• Hands-on experience in enterprise monitoring, event correlation, management, automation, and proactive service management.
• Knowledge of ITIL framework and service management best practices.
• Experience supporting retail operations, POS systems, store infrastructure, and enterprise applications is preferred.
• Ability to provide technical leadership, mentoring, and guidance to support teams without direct people‑management responsibilities.
• Strong analytical and problem‑solving capabilities with expertise in root cause analysis and continuous improvement initiatives.
• Excellent communication and stakeholder management skills with the ability to engage technical and business teams.
• Experience creating operational reports, dashboards, trend analysis, and service performance reviews.
• Ability to manage multiple priorities and perform effectively in a fast‑paced 24x7 operational environment.
• Willingness to work from the office 5 days a week and support US business hours/night shifts as required.

Privileges & Perquisites:

7-Eleven Global Solution Center offers a comprehensive benefits plan tailored to meet the needs and improve the overall experience of our employees, aiding in the management of both their professional and personal aspects.

Work-Life Balance:

Encouraging employees to unwind, recharge, and find balance, we offer flexible and hybrid work schedules along with diverse leave options. Supplementary allowances and compensatory days off are provided for specific work demands.

Well-Being & Family Protection:

Comprehensive medical coverage for spouses, children, and parents/in-laws, with voluntary top‑up plans, OPD coverage, day care services, and access to health coaches. Additionally, an Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues.

Wheels and Meals:

Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices.

Certification & Training Program:

Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms.

Hassel free Relocation:

Support and reimbursement for newly hired employees relocating to Bangalore, India.

Required Skills