LOCATION

Hyderabad, IND

COMPANY

BASF Digital Solutions Private Limited

JOB FIELD

Digitalization

JOB TYPE

Permanent

JOB ID

142180

FLEXIBLE WORK OPTIONS

Hybrid

Responsibilities:

Operational Excellence & Provider Steering

- Steer and manage Service Desk providers from a functional and operational perspective

- Manage and coordinate escalations across Service Desk providers and internal stakeholders

- Support Service Desk providers in root cause analysis and sustainable issue resolution

- Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints

Knowledge & Quality Management

- Establish and continuously enhance knowledge management practices across the Service Desk

- Ensure high-quality documentation and effective knowledge transfer

- Drive consistent service quality through structured governance and quality assurance measures

Continuous Improvement & Reporting

- Identify and implement improvements to global Service Desk processes and service delivery models

- Drive standardization and efficiency in a global ITSM environment

- Prepare ad-hoc analyses and reports to support operational and management decisions

Service Integration & Transition

- Drive the successful integration of new and modified products and services into global Service Desk delivery





- Ensure structured decommissioning of retired services from Service Desk operations

- Contribute to global IT initiatives and Service Desk related sub-projects

Qualifications :

Qualified Experience

- University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification

- Minimum of 3 years of experience in a global IT Service Desk or ITSM environment

Technical & Functional Expertise

- Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow

- Advanced knowledge and several years of support experience in the area of Workplace, Mobile and Printing

- Solid understanding of Cyber Security concepts, principles and tools

- Basic knowledge of infrastructure and network

Personal Competencies

- Strong analytical and problem-solving skills with a structured working approach

- Proven ability to operate independently in a dynamic and global environment

- Excellent stakeholder management, communication, and presentation skills

- High level of ownership, reliability, and adherence to timelines

- Strong organizational and prioritization skills

- Resilience and ability to perform under pressure

- Agile mindset and experience working in agile delivery models

- Excellent communication skills in English, spoken and written

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