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Tier-1 employer plus generalist support/operations role increases applicant density.
Operational support skills are fairly transferable but need client-specific process and tooling familiarity.
Senior title and leadership expectations likely filter candidates despite no explicit years requirement.
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Ensure on-time resolution and quality compliance of escalated tickets/incidents within SLA.
Provide technical guidance, mentor team members, prepare SOPs, maintain documentation, and share knowledge.
Validate change implementation plans, participate in capacity planning, analyze root causes and trends, and engage with customers for feedback.
Work Experience Required: Not explicitly mentioned in the JD.
Technical experience in support and operations with escalation management and SLA adherence.
Ability to validate change order plans and ensure compliance with human error protocols.
Location requirement: Nagpur, Maharashtra.
Experienced in handling escalations and complex incident resolution in IT support/operations environments.
Skilled in documentation, mentoring, and cross-functional communication with business stakeholders.
Capable of analytical validation (root cause and trend analysis) and customer engagement for satisfaction improvement.