Senior Technical Representative - Global IT Service Desk

Concentrix; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Concentrix is seeking a Senior Incident Manager for the Global Service Desk to oversee critical incidents (P1/P2) that impact operations. The role requires coordinating with global technical teams, ensuring rapid response, clear communication, and minimal business disruption.

You will monitor network problems, enforce SLAs, and drive continuous improvement in incident practices, while maintaining professional interactions with internal/external customers. ITIL knowledge is advantageous.

Qualifications

• Excellent verbal and written communication skills.
• Good understanding of IT infrastructure and applications relating to BPO call center environments.
• Must be willing to work in a 24x7 environment.
• Self-starter with sense of urgency, works well under pressure.
• Ability to interact with internal and external customers professionally.
• Experience with incident management processes and cross-team coordination.

Responsibilities

• Manage Major Outages (P1 and P2 incidents) across globally and coordinate with technical Support teams on a bridge to restore services quickly.
• Receive, analyze, monitor, and resolve network problems per SLA.
• Drive efficiency and effectiveness of the incident management process.
• Monitor and improve incident management performance and KPI achievement.
• Escalate appropriately and provide timely updates to business and leadership.
• Maintain CNX Corporate LAN/WAN uptime and troubleshoot networking equipment.

Skills

Incident management

Communication

Team player

Multitasking

Active listening

Willingness to learn

Under pressure

OS Windows/Linux

Tools

Cisco

Juniper

Fortinet

Palo Alto

Job description

Sr. Technical Representative, Global Service Desk (TCF) Job Title: Sr. Technical Representative, Global Service Desk (TCF) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.

The Critical Incident Manager is responsible for managing high-priority incidents that significantly impact CNX Business Operations, Customers, or IT services. This role ensures rapid response, effective coordination with technical teams from various platforms globally, timely communication, and swift resolution of critical incidents while minimizing business disruption and preventing recurrence.

Key Responsibility

• Manage Major Outages (P1 and P2 incidents) across globally and coordinate with various technical Support teams on a bridge to restore the services as soon as possible, in order to minimize the impact on the business.
• Receive, analyze, monitor, and resolve network problems in accordance with published Service Level Agreements.
• Driving the efficiency and effectiveness of the incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Hierarchical and Functional Escalations appropriately on time without hesitation
• Alert updates sent out on periodic basis to business and Leadership.
• Other related duties as assigned by CNX Management Team.
• Achieve KPIs set by management team.
• Good understanding of IT infrastructure and applications relating to BPO call center environments.
• Excellent verbal and written communication skills.
• Candidate should be a good team player with willingness to learn and drive to achieve.
• ITIL certification would be an added advantage.
• Active listening- Diligently pay attention to understand/interpret the issue correctly and maintain documentation on the progress made on Service Restoration Bridge.
• Assist in maintaining CNX Corporate LAN/WAN infrastructure uptime.
• Good understanding of routing protocols (RIP, OSPF, IGRP, EIGRP, BGP)
• Good understanding of networking protocols (TCP/IP/MPLS)
• Good understanding of Firewalls and packet capture tools.
• Assist in troubleshooting Corporate TCP/IP/MPLS Network, including Carrier Vendor Circuits.
• Maintain and troubleshoot LAN/WAN equipment to include, but not limited to, Routers, Switches, Hubs, CSU/DSUs, Firewalls, Modems, Controllers, Multiplexors, Data Probes.
• Should possess good knowledge of various OEM Devices including Cisco, Juniper, Palo-Alto and Fortinet.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Additional Requirement

• The Candidate should be open to work in a 24X7 Environment.
• Self-starter, sense of urgency, and works well under pressure
• Ability to interact with both internal and external customers in a friendly and professional manner
• Work well in a fast-paced environment
• Team Player (Very important)
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
• Knowledge of various Operating Systems (Windows, Linux)

Location: IND Gurugram SP Info City-Towers A & B

Language Requirements:

Time Type: Full time

Experience Level Senior Level