We are hiring for a role that blends 30% technical troubleshooting with 70% coordination and stakeholder communication, focused on managing restoration drill activities. If you enjoy being the bridge between technical teams and business stakeholders while handling customer escalations with empathy and professionalism, this could be the right fit for you.

Location -Mumbai

Your Future Employer -A reputed organization providing IT application and production support services to leading BFSI clients, known for its robust focus on process excellence, customer experience, and technical service delivery. The organization offers a team-oriented workplace where technical expertise meets client-facing responsibility.

Responsibilities -
Handle end-to-end restoration drill activities.
Coordinate with cross-functional and technical teams via calls, meetings, and emails to plan and execute drills
Provide customer support over calls and meetings; empathize with, pacify, and handle irate customers professionally
Troubleshoot base OS issues across Windows and Linux environments




Support and resolve issues related to Outlook, Teams, Citrix, VDI, VPN, and security applications over remote support
Work with Oracle/SQL databases for query support and issue resolution
Route calls and tickets to appropriate teams/domains for resolution
Escalate critical issues to management/supervisors in a timely manner
Document all interactions per SOPs; create new SOPs for emerging issues
Maintain call logs, drill reports, and identify recurring trends for management review

Requirements -
4- 6 years of experience in Application Support / Production Support, preferably in BFSI
Excellent verbal and written communication and coordination skills
Good working knowledge of Windows and Linux environments
Good knowledge of Oracle/SQL Database
Proficient in MS Excel
Ability to manage irate customers with patience and professionalism
Willingness to work in a role that is maj

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