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 pre

📌 Quality Specialist (Bengaluru)
🏢 7-Eleven Global Solution Center – India
📍 Bengaluru