Why Join 7-Eleven Global Solution Center?

When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end-to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually. Build solutions for scale, addressing the diverse needs of our 84,000+ stores in 19 countries.

Experience growth through cross-functional learning, encouraged and applauded at 7-Eleven GSC. With our size, stability, and resources, you can navigate a rewarding career. Embody leadership and service as 7-Eleven GSC remains dedicated to meeting the needs of customers and communities.

Why We Exist, Our Purpose and Our Transformation?

7-Eleven is dedicated to being a customer-centric, digitally empowered organization that seamlessly integrates our physical stores with digital offerings. Our goal is to redefine convenience by consistently providing top-notch customer experiences and solutions in a rapidly evolving consumer landscape. Anticipating customer preferences, we create and implement platforms that empower customers to shop, pay, and access products and services according to their preferences.

To achieve success, we are driving a cultural shift anchored in leadership principles, supported by the realignment of organizational resources and processes.

At 7-Eleven we are guided by our Leadership Principles. Each principle has a defined set of behaviours which help guide the 7-Eleven GSC team to Serve Customers and Support Stores.

- Be Customer Obsessed
- Be Courageous with Your Point of View
- Challenge the Status Quo
- Act Like an Entrepreneur
- Have an “It Can Be Done” Attitude
- Do the Right Thing
- Be Accountable

Job Title: Manager- TSC

– Manager, Technical Support Center

Role Overview The Manager,



Technical Support Center will provide strategic and operational leadership for a 24/7 Technical Support Center supporting 7-Eleven stores and business operations. This role will be accountable for the overall performance, service quality, operational continuity, and continuous improvement of the Technical Support function.

The Manager will lead a large-scale technical support organization of 30+ associates, establish operational strategy and governance, drive service excellence, manage major incidents and escalations, and partner with technology and business stakeholders to continuously improve the store support experience.

This role requires a strong combination of people leadership, technical support expertise, IT service management, operational discipline, stakeholder management, and strategic thinking.

Key Responsibilities

Strategic & Operational Leadership

- Own the overall strategy, operational performance, and service delivery of the 24/7 Technical Support Center.
- Lead and oversee a team of 50+ technical support associates, managers/leads, and support resources.
- Establish operational priorities, service standards, governance mechanisms, and performance objectives aligned with business and technology goals.
- Ensure 24/7 support coverage, operational resilience, and business continuity across all support channels.
- Drive a culture of accountability, customer focus, operational excellence, and continuous improvement.
- Develop and execute initiatives to improve service quality, productivity, scalability, and overall support effectiveness.

Service Delivery & Technical Operations





- Oversee technical support operations across phone, chat, remote support, and other support channels.
- Ensure effective diagnosis and resolution of hardware, software, networking, browser, application, POS, DEX, and store technology issues.
- Provide leadership oversight for queue management, workload prioritization, staffing capacity, and real-time operational monitoring.
- Ensure adherence to SLAs, TATs, service quality standards, and operational commitments.
- Establish and maintain robust incident, escalation, and problem-management processes.
- Ensure alignment with ITIL best practices and enterprise

Privileges & Perquisites:

7-Eleven Global Solution Center offers a comprehensive perks plan tailored to meet the needs and improve the overall experience of our employees, aiding in the management of both their professional and personal aspects.

Work-Life Balance: Encouraging employees to unwind, recharge, and find balance, we offer flexible and hybrid work schedules along with diverse leave options. Supplementary allowances and compensatory days off are provided for specific work demands.

Well-Being & Family Protection: Comprehensive medical coverage for spouses, children, and parents/in-laws, with voluntary top-up plans, OPD coverage, day care services, and access to health coaches. Additionally, an Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues.

Wheels and Meals: Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices.

Certification & Training Program: Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms.

Hassel free Relocation: Support and reimbursement for newly hired employees relocating to Bangalore, India.

📌 Manager- TSC (Bengaluru)
🏢 Eleven
📍 Bengaluru