Senior Technical support- Quality and Training
7-Eleven Global Solution Center – India · Bengaluru, Karnataka, India
Apply & track with Apply Edge- 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.
- Willingness to work from the office 5 days a week and support US business hours/night shifts as required.