Job Description

Role Summary
The Technology Support role is responsible for providing operational technology support across
MAIR, including end-user assistance, system and application troubleshooting, incident and request
resolution, and service health support. The role works closely with regional teams, CHQ partners, and
business stakeholders to ensure timely response, clear communication, and adherence to global
standards. A strong customer service mindset, accountability, and continuous improvement focus are
essential.

Key Responsibilities
• Act as the primary point of contact for technology support across the MAIR region, providing
day-to-day support for systems and applications used by MAIR branches.
• Perform initial assessment, troubleshooting, classification, and resolution of technology
incidents and service requests, owning issues through to closure and escalating when
required.

• Support District Management in setting up IT infrastructure for new offices & warehouses,
following the guidance from MAIR Technology Support leadership team.
• Support system and service stability by responding to incidents, monitoring issues, and
assisting with recovery activities.
• Coordinate, assist, and support GT designates and relevant teams to resolve technical issues
effectively.




• Follow established global and regional processes, standards, and controls to ensure reliable
and consistent operations.
• Contribute to meeting defined SLAs, KPIs, and MAIR support expectations.
• Prepare and manage the annual Global Technology budget while overseeing the end-to-end
IT asset lifecycle, including procurement, tracking, maintenance, and replacement.
• Communicate clearly and professionally with technical and non-technical users regarding
issues, progress, risks, and resolutions.
• Partners with business stakeholders, regional teams, and CHQ technology teams to support
effective and productive use of technology.

Documentation & Knowledge Management
• Maintain accurate documentation, SOPs, FAQs, and support procedures.
• Share knowledge within the team to improve service consistency, efficiency, and quality.
• Support cross-training and onboarding of Technology Support team members.
Continuous Improvement
• Identify recurring issues and contribute ideas for process, tooling, or service improvements.
• Support initiatives that enhance regional support maturity, standardization, and operational
capability.
• Promote a culture of accountability, collaboration, and continuous improvement.

📌 Technology Support – MAIR (Chennai)
🏢 Expeditors
📍 Chennai