Global Client Engagement & Communication: Serve as the primary, high-touch point of contact for international stakeholders, delivering clear, articulate, and cross-culturally sensitive communication (both verbal and written) to manage user expectations and technical escalations effectively.
Advanced Tier-2 Technical Troubleshooting: Provide end-to-end, root-cause troubleshooting for complex hardware, software, operating systems, networking, and enterprise SaaS/application issues across global client environments.
Incident Management & SLA Compliance: Take ownership of escalated incidents and complex service requests within IT service management (ITSM) tools, ensuring swift resolution and strict adherence to international Service Level Agreements (SLAs).
User & Systems Administration: Administer identity and access management (Active Directory, Microsoft Entra ID / Azure AD), email systems, and enterprise tools, overseeing onboarding, permissions, and security policies.
Escalation & Vendor Management: Act as the liaison between L1 service desks, internal L3/Infrastructure teams,



and external vendor partners to diagnose and resolve high-impact or persistent technical issues.
ITIL Alignment & Process Adherence: Follow ITIL frameworks and standard operating procedures (SOPs) to maintain consistent, high-quality, and secure service delivery across different time zones.
Knowledge Management: Author transparent, detailed post-incident reports, technical SOPs, and Knowledge Base (KB) articles to optimize internal support workflows and continuous team learning.
Customer Satisfaction & Proactive Updates: Maintain high CSAT scores by practicing active listening, providing regular empathetic status updates during outages, and delivering a polished end-user experience for foreign business clients.

Technical & System Skills

Operating Systems Proficiency: Intermediate to advanced administration and troubleshooting of Windows, macOS, and Linux desktop/server environments.
Microsoft 365

📌 Executive - IT Admin (Mumbai)
🏢 Embee Software
📍 Mumbai