Support Specialist Globit Business Solutions Private Limited. PROFESSIONAL IT SERVICE/SOLUTION [...]

Cyberpark; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Cyberpark is seeking a Support Specialist to oversee end-to-end SLA contract management and One-Time Support requests. You will coordinate between customers, technical teams, operations, finance, and sales to ensure timely service delivery, SLA compliance, and high CSAT across the client base.

The role involves managing the support portal, coordinating engineers, tracking KPIs, and maintaining accurate service records. Strong ITSM knowledge and reporting skills are essential for success.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Experience in IT Infrastructure Support, Managed Services, or Professional Services.
• Familiarity with ITSM frameworks and service management best practices (ITIL knowledge is an advantage).

Responsibilities

• Manage SLA contracts from contract initiation through the entire service lifecycle.
• Ensure all SLA contracts remain active and compliant throughout the contract period.
• Monitor contract expiry dates and coordinate renewals with customers and internal stakeholders.
• Validate Purchase Orders (POs) and ensure all required contractual documents are collected, verified, and uploaded to the Support Portal before contract activation.
• Maintain all SLA-related documentation in the designated document repository.
• Coordinate proper scheduling and assignment of engineers for all SLA support requests.
• Coordinate periodic preventive maintenance activities as per contractual commitments.
• Act as the primary coordination point between customers and internal technical teams for service scheduling and execution.
• Monitor every support ticket from initiation through closure, ensuring SLA response and resolution commitments.
• Coordinate and manage One-Time Support requests from ticket initiation to successful completion.
• Serve as the primary management contact for customers regarding scheduling, service coordination, and SLA-related communications.
• Ensure Work Completion Reports (WCRs) are collected for all One-Time Support activities.
• Ensure CSAT surveys are conducted after every One-Time Support engagement and periodically for active SLA customers.

Skills

Coordination

Stakeholder management

SLA management

Ticketing systems

Documentation & reporting

Excel & reporting tools

Time management

Education

Bachelor's degree

Tools

ITSM platforms

Job description

JOB SUMMARY

The Support Specialist is responsible for the end-to-end operational management of Service Level Agreement (SLA) contracts and One-Time Support (OTS) requests. The role acts as the primary coordination point between customers, technical teams, operations, finance, and sales to ensure timely service delivery, SLA compliance, accurate documentation, reporting, and customer satisfaction.

KEY RESPONSIBILITIES

SLA Contract Management

• Manage SLA contracts from contract initiation through the entire service lifecycle.
• Ensure all SLA contracts remain active and compliant throughout the contract period.
• Monitor contract expiry dates and proactively coordinate renewals with customers and internal stakeholders.
• Validate Purchase Orders (POs) and ensure all required contractual documents are collected, verified, and uploaded to the Support Portal before contract activation.
• Maintain all SLA-related documentation in the designated document repository.

Service Delivery Coordination

• Ensure proper scheduling and assignment of engineers for all SLA support requests.
• Coordinate periodic preventive maintenance activities as per contractual commitments.
• Act as the primary coordination point between customers and internal technical teams for service scheduling and execution.
• Monitor every support ticket from initiation through closure, ensuring compliance with SLA response and resolution commitments.
• Ensure timely escalation of issues whenever SLA commitments are at risk.

Support Portal & Ticket Management

• Manage and maintain the Support Portal to ensure accurate ticket creation, assignment, tracking, and closure.
• Ensure proper ticket documentation and status updates throughout the support lifecycle.
• Coordinate and manage One-Time Support requests from ticket initiation to successful completion.

Customer Relationship & Quality Assurance

• Serve as the primary management contact for customers regarding scheduling, service coordination, and SLA-related communications.
• Ensure Work Completion Reports (WCRs) are collected for all One-Time Support activities.
• Ensure Customer Satisfaction (CSAT) surveys are conducted after every One-Time Support engagement and periodically for active SLA customers.
• Maintain high standards of customer communication and service quality.

Reporting & Administration

• Prepare and maintain operational reports related to SLA contracts, service performance, engineer utilization, and One-Time Support requests.
• Track SLA compliance, ticket metrics, preventive maintenance activities, and contract status.
• Maintain accurate service records and documentation for audit and operational purposes.

Internal Coordination

• Coordinate with Operations, Finance, Sales, and Technical Teams to ensure smooth execution of services.
• Support invoice validation, billing coordination, payment follow-up, and service completion confirmation.
• Coordinate SLA engineer incentive booking and ensure required approvals and documentation are completed.
• Facilitate communication among internal departments to ensure seamless service delivery.

KEY PERFORMANCE INDICATORS (KPIS)

• SLA Compliance Rate
• Ticket Response and Resolution Time
• Preventive Maintenance Completion Rate
• Contract Renewal Readiness
• Customer Satisfaction (CSAT) Score
• Timely WCR Collection
• Support Documentation Accuracy
• One-Time Support Delivery Performance
• Reporting Accuracy and Timeliness

REQUIRED SKILLS

• Strong coordination and organizational skills.
• Excellent customer communication and stakeholder management.
• Knowledge of SLA management and IT service delivery processes.
• Experience with ticketing and service management platforms.
• Strong documentation and reporting skills.
• Ability to manage multiple priorities while meeting deadlines.
• Good analytical and problem-solving skills.
• Proficiency in Microsoft Office, particularly Excel and reporting tools.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Experience in IT Infrastructure Support, Managed Services, or Professional Services.
• Familiarity with ITSM frameworks and service management best practices (ITIL knowledge is an advantage).