Senior Specialist - Global Service Desk (Only 2 Rounds!)

Recruise India Consulting; Bengaluru; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

Recruise India Consulting in Bengaluru seeks a senior Global Service Desk professional to provide advanced technical support across stores and business users, acting as a senior escalation point for complex incidents. You will monitor enterprise systems and drive incident management improvements.

The role requires 5+ years in service desk environments and hands-on experience with tools like ServiceNow, Jira, and Splunk.

Qualifications

• 5+ years of experience in a Global Service Desk or similar environment.
• Experience supporting via voice, chat, email, remote support and monitoring platforms.
• Strong troubleshooting across POS, store technologies, enterprise apps, hardware, and networking.

Responsibilities

• Provide advanced technical support to stores, business users, and internal stakeholders via phone, chat, email, monitoring tools, and remote platforms.
• Act as a senior escalation point for complex incidents and service requests.
• Monitor enterprise systems, applications, infrastructure, and store environments to proactively address disruptions.
• Investigate, diagnose, and resolve complex POS, DEX, application, hardware, network, and infra issues.
• Lead incident resolution and coordinate activities across support teams and resolver groups.
• Manage Major Incident processes, including bridge calls and stakeholder communications.
• Ensure incidents and service requests are logged, categorized, prioritized, and resolved per SLAs.
• Drive First Contact Resolution and minimize repeat incidents through effective troubleshooting and root cause analysis.
• Analyze monitoring alerts, identify trends, reduce alert noise, and suggest service improvements.
• Take ownership of critical incidents and ensure timely resolution with effective follow-up and escalation.
• Maintain continuous communication with stakeholders on issue status, impact, and risks.
• Review ticket queues and dashboards to ensure timely response and SLA adherence.
• Perform incident trend analysis and collaborate with Problem Management for permanent fixes.
• Develop and maintain knowledge base articles, SOPs, and operational documentation.
• Participate in change reviews and provide support during maintenance and releases.
• Generate operational metrics on SLA, incident volumes, availability, MTTR, and service quality.
• Mentor Associate and Specialist teams through coaching and knowledge sharing.
• Collaborate with cross-functional teams to improve service stability and customer experience.
• Adhere to ITIL, security policies, and compliance requirements.
• Drive continuous improvement in automation, monitoring, and incident reduction.
• Meet KPIs including SLA, MTTR, FCR, CSAT, Quality Score, and Availability.

Skills

Incident Management

Major Incident Management

Problem Management

Service Desk Operations

SLA Management

Escalation Procedures

Operational Reporting

Bridge Calls

Root Cause Analysis

Mentoring

Tools

ServiceNow

Jira

Remedy

SolarWinds

Dynatrace

Splunk

SCOM

New Relic

Job description

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.