Quality Specialist (Technical support)

7-Eleven Global Solution Center – India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

7-Eleven Global Solution Center – India is seeking a Senior Specialist – TSC (Training) to provide advanced technical support to stores and business users. You will act as a senior escalation point, monitor systems, diagnose complex issues, and lead incident resolution across multiple teams.

The role requires 5+ years in a global service desk environment, strong knowledge of ITIL, and hands-on experience with monitoring and ticketing tools.

Qualifications

• 5+ years in Global Service Desk, TSC, EMS, IT Help Desk, NOC, or Customer Support environment.
• Experience providing support via voice, chat, email, and monitoring platforms.
• Strong troubleshooting across Windows, POS, enterprise apps, store tech, hardware, and networking.

Responsibilities

• Provide advanced technical support to stores, business users, and internal stakeholders via multiple channels.
• Act as senior escalation point for complex incidents and service requests.
• Monitor enterprise systems, apps, infrastructure, and store environments for disruptions.
• Investigate, diagnose, and resolve POS, DEX, app, hardware, network, and infra issues.
• Lead incident resolution and coordinate across multiple support teams.

Skills

Global support experience

Incident management

Customer service

Verbal communication

Troubleshooting

Analytical skills

Escalation management

Tools

ServiceNow

Jira

Remedy

SolarWinds

Dynatrace

Splunk

SCOM

New Relic

Job description

Job Title: Senior Specialist – TSC (Training)

Job Responsibilities

• Provide advanced technical support to stores, business users, and internal stakeholders through phone, chat, email, monitoring tools, and remote support platforms.
• Act as a senior escalation point for complex technical incidents and service requests.
• Monitor enterprise systems, applications, infrastructure, and store environments to proactively identify and address service disruptions.
• Investigate, diagnose, and resolve complex POS, DEX, application, hardware, network, and infrastructure-related issues.
• Lead incident resolution efforts and coordinate activities across multiple support teams and resolver groups.
• Manage and support Major Incident processes, including bridge calls, stakeholder communications, and service restoration activities.
• Ensure incidents and service requests are logged, categorized, prioritized, and resolved in accordance with established SLAs and operational procedures.
• Drive First Contact Resolution (FCR) and minimize repeat incidents through effective troubleshooting and root cause analysis.
• Analyze monitoring alerts, identify trends, eliminate alert noise, and recommend service improvements.
• Take ownership of critical incidents and ensure timely resolution through effective follow-up and escalation management.
• Maintain continuous communication with stakeholders regarding issue status, impact assessment, resolution progress, and business risks.
• Review ticket queues and monitoring dashboards to ensure timely response and adherence to service commitments.
• Perform incident trend analysis and collaborate with Problem Management teams to identify recurring issues and permanent fixes.
• Develop and maintain knowledge base articles, troubleshooting guides, standard operating procedures (SOPs), and operational documentation.
• Participate in change reviews and provide operational support during planned maintenance and production releases.
• Generate and present operational metrics related to SLA compliance, incident volumes, system availability, MTTR, productivity, and service quality.
• Mentor and support Associate and Specialist team members through coaching, knowledge sharing, and technical guidance.
• Collaborate with cross-functional teams to improve service stability, operational efficiency, and customer experience.
• Ensure adherence to ITIL processes, security policies, compliance requirements, and operational standards.
• Drive continuous improvement initiatives focused on automation, monitoring optimization, incident reduction, and service excellence.
• Meet and exceed key performance indicators (KPIs) including SLA Compliance, MTTR, FCR, CSAT, Quality Score, Productivity, Availability, and Incident Reduction targets.
• Participate in training activities, operational readiness programs, and continuous learning initiatives to support evolving business and technology requirements.
• Support 24x7 operational requirements, including critical incident response, on-call support, and emergency escalations when required.
• Maintain high standards of professionalism, customer service, operational discipline, and technical excellence in all support activities.

Job Requirements

• 5+ years of experience in a Global Service Desk, Technical Support Center (TSC), Enterprise Monitoring Services (EMS), IT Help Desk, NOC, or Customer Support environment.
• Proven experience providing support through voice, chat, email, remote support, and monitoring platforms.
• Strong expertise in troubleshooting Windows operating systems, POS systems, enterprise applications, retail store technologies, hardware, peripherals, and networking concepts.
• Experience working with ticketing and monitoring tools such as ServiceNow, Jira, Remedy, SolarWinds, Dynatrace, Splunk, SCOM, New Relic, or similar platforms.
• Strong understanding of Incident Management, Major Incident Management, Problem Management, and Service Desk Operations.
• Experience managing critical incidents, driving bridge calls, coordinating resolver groups, and communicating with stakeholders.
• Advanced knowledge of SLA management, ticket lifecycle management, escalation procedures, and operational reporting.
• Hands-on experience in enterprise monitoring, event correlation, alert management, and proactive issue identification.
• Strong analytical and problem‑solving skills with the ability to identify root causes and implement preventive actions.
• Knowledge of ITIL framework and service management best practices.
• Experience supporting retail environments, POS systems, store technologies, and enterprise applications is preferred.
• Ability to mentor junior analysts and provide guidance during complex troubleshooting scenarios.
• Strong verbal and written communication skills with the ability to interact with business leaders and technical teams.
• Experience preparing operational reports, service reviews, and performance dashboards.
• Ability to manage multiple priorities and perform effectively in a fast‑paced 24x7 support environment.
• Willingness to work from the office 5 days a week and support US business hours/night shifts as required.