Department Overview
The Global Shared Support (GSS) team is a 24x7x365 global operations team responsible for providing Level 1 and Level 1.5 application support for the EDM Product Suite, including EDM, EDMW, and EDM Insights.

The Bangalore GSS team serves as the strategic first line of support for hosted and on-premise client environments, ensuring seamless production operations across multiple global regions. The team supports business-critical production environments through proactive monitoring, incident management, service restoration, client communication, and operational excellence.

The role requires working in a rotational 24x7 support model to provide continuous support across global time zones, including coverage during UK and US holidays.

Job Purpose
The GSS Associate – Product Support is responsible for delivering Level 1 and Level 1.5 production support for the EDM Product Suite (EDM, EDMW and EDM Insights), focusing on incident management, infrastructure monitoring,



client support and operational activities while maintaining agreed Service Level Agreements (SLAs).

The Global Shared Support (GSS) team is a 24x7x365 global operations team and the strategic first line of support for hosted and on-premise EDM client environments. Working closely with Product Support, Cloud Operations, Skilled Services, Engineering and Client Services, this role is central to maintaining seamless production operations and client confidence across global regions, including rotational coverage of UK and US holidays.

Job Responsibilities
* Provide Level 1 and Level 1.5 Application Support for the EDM Product Suite (EDM, EDMW and EDM Insights), including business-critical processing such as file ingestion, data processing, scheduled jobs, workflows and batch executions.
* Investigate and resolve application processing failures, service interruptions, configuration issues and workflow exceptions, analysing logs and system events to identify root causes and restore ser

📌 GSS Associate – Product Support (Bengaluru)
🏢 Gresham
📍 Bengaluru