Job Title: Senior Specialist – TSC (Training) Job Responsibilities: • Provide advanced technical support to stores, business users, and internal stakeholders through phone, chat, email, monitoring tools, and remote support platforms. • Act as a senior escalation point for complex technical incidents and service requests. • Monitor enterprise systems, applications, infrastructure, and store environments to proactively identify and address service disruptions. • Investigate, diagnose, and resolve complex POS, DEX, application, hardware, network, and infrastructure-related issues. • Lead incident resolution efforts and coordinate activities across multiple support teams and resolver groups. • Manage and support Major Incident processes, including bridge calls, stakeholder communications, and service restoration activities. • Ensure incidents and service requests are logged, categorized, prioritized, and resolved in accordance with established SLAs and operational procedures. • Drive First Contact Resolution (FCR) and minimize repeat incidents through effective troubleshooting and root cause analysis. • Analyze monitoring alerts, identify trends, eliminate alert noise, and recommend service improvements. • Take ownership of critical incidents and ensure timely resolution through effective follow-up and escalation management. • Maintain continuous communication with stakeholders regarding issue status, impact assessment, resolution progress, and business risks. • Review ticket queues and monitoring dashboards to ensure timely response and adherence to service commitments. • Perform incident trend analysis and collaborate with Problem Management teams to identify recurring issues and permanent fixes. • Develop and maintain knowledge base articles, troubleshooting guides, standard operating procedures (SOPs), and operational documentation.



• Participate in change reviews and provide operational support during planned maintenance and production releases. • Generate and present operational metrics related to SLA compliance, incident volumes, system availability, MTTR, productivity, and service quality. • Mentor and support Associate and Specialist team members through coaching, knowledge sharing, and technical guidance. • Collaborate with cross-functional teams to improve service stability, operational efficiency, and customer experience. • Ensure adherence to ITIL processes, security policies, compliance requirements, and operational standards. • Drive continuous improvement initiatives focused on automation, monitoring optimization, incident reduction, and service excellence. • Meet and exceed key performance indicators (KPIs) including SLA Compliance, MTTR, FCR, CSAT, Quality Score, Productivity, Availability, and Incident Reduction targets. • Participate in training activities, operational readiness programs, and continuous learning initiatives to support evolving business and technology requirements. • Support 24x7 operational requirements, including critical incident response, on-call support, and emergency escalations when required. • Maintain high standards of professionalism, customer service, operational discipline, and technical excellence in all support activities. Job Requirements • 5 years of experience in a Global Service Desk, Technical Support Center (TSC), Enterprise Monitoring Services (EMS), IT Help Desk, NOC,



or Customer Support environment. • Proven experience providing support through voice, chat, email, remote support, and monitoring platforms. • Robust expertise in troubleshooting Windows operating systems, POS systems, enterprise applications, retail store technologies, hardware, peripherals, and networking concepts. • Experience working with ticketing and monitoring tools such as ServiceNow, Jira, Remedy, SolarWinds, Dynatrace, Splunk, SCOM, New Relic, or similar platforms. • Strong understanding of Incident Management, Major Incident Management, Problem Management, and Service Desk Operations. • Experience managing critical incidents, driving bridge calls, coordinating resolver groups, and communicating with stakeholders. • Advanced knowledge of SLA management, ticket lifecycle management, escalation procedures, and operational reporting. • Hands-on experience in enterprise monitoring, event correlation, alert management, and proactive issue identification. • Strong analytical and problem-solving skills with the ability to identify root causes and implement preventive actions. • Knowledge of ITIL framework and service management best practices. • Experience supporting retail environments, POS systems, store technologies, and enterprise applications is preferred. • Ability to mentor junior analysts and provide guidance during complex troubleshooting scenarios. • Strong verbal and written communication skills with the ability to interact with business leaders and technical teams. • Experience preparing operational reports, service reviews, and performance dashboards. • Ability to manage multiple priorities and perform effectively in a fast-paced 24x7 support environment. • Willingness to work from the office 5 days a week and support US business hours/night shifts as required.

📌 Quality Specialist (Technical support) (Karnataka)
🏢 7-Eleven Global Solution Center – India
📍 Karnataka