Technical II, Global Service Desk (TCF)

Convergys; Hinoba-an; On-site; PHP 429,000 - 627,000; Full time

Job summary

Concentrix is seeking a Technical II, Global Service Desk professional to manage high-priority incidents affecting CNX operations. You will coordinate with global technical teams to restore services swiftly and minimize business disruption.

You will monitor networks, analyze problems, and drive incident management processes while achieving KPIs. ITIL knowledge and strong communication are preferred. 24x7 availability is required.

Qualifications

• 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- 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).
• 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.

Responsibilities

• Manage Major Outages (P1 and P2) globally and coordinate with technical Support teams to restore services quickly and minimize business impact.
• Receive, analyze, monitor, and resolve network problems in accordance with published SLAs.
• Drive the efficiency and effectiveness of the incident management process.
• Monitor the effectiveness of incident management and make recommendations for improvement.
• Escalate issues on time to leadership.
• 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.

Skills

ITIL knowledge

Incident management

Networking concepts

Effective communication

Team player

Tools

Cisco

Juniper

Palo Alto

Fortinet

Firewall troubleshooting

Job description

Job Title: Technical II, 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 toward 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 Responsibilities

• 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 Requirements

• 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

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

Language Requirements

Language Requirements: Time Type: Full time

Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.