Description
Quality & Timely Delivery
- Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
- Key Activities:
- Monitor ticket queues and prioritize based on urgency and impact.
- Follow standard operating procedures (SOPs) for resolution.
- Escalate issues when necessary to Level 2/3 teams.
- Skills Needed:
- Time management
- Attention to detail
- Basic troubleshooting and documentation

2. Global Application Support (24/7 Window)
- Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
- Key Activities:
- Respond to user queries via email, chat, or ticketing systems.
- Perform initial diagnosis and provide solutions or workarounds.
- Maintain shift handover logs and ensure continuity.
- Skills Needed:
- Familiarity with global support tools (e.g., ServiceNow, Jira)
- Basic understanding of supported applications
- Transparent communication across time zones

3. Coordination Across Teams
- Responsibility:



Act as a bridge between local and international teams to resolve user issues effectively.
- Key Activities:
- Collaborate with infrastructure, application, and business teams.
- Track progress of escalated issues and ensure closure.
- Document resolutions and share knowledge across teams.
- Skills Needed:
- Stakeholder management
- Cross-cultural communication
- Issue tracking and follow-up

4. Team Player & Individual Contributor
- Responsibility: Adapt to business needs by working independently or collaboratively.
- Key Activities:
- Participate in team meetings, knowledge sharing, and training.
- Take ownership of assigned tasks and deliver without supervision.
- Support peers during high-volume periods or outages.

Responsibilities
Quality & Timely Delivery
- Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SL

📌 Analyst - Digital Gateway Support (Bengaluru)
🏢 BSR
📍 Bengaluru