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

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.