Job Description

Job Title: Senior Specialist – TSC (Training)

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Job Responsibilities:

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- Provide advanced technical support to stores, business users, and internal stakeholders through phone, chat, email, monitoring tools, and remote support platforms.
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- Act as a senior escalation point for complex technical incidents and service requests.
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- Monitor enterprise systems, applications, infrastructure, and store environments to proactively identify and address service disruptions.
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- Investigate, diagnose, and resolve complex POS, DEX, application, hardware, network, and infrastructure-related issues.
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- Lead incident resolution efforts and coordinate activities across multiple support teams and resolver groups.
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- Manage and support Major Incident processes, including bridge calls, stakeholder communications, and service restoration activities.
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- Ensure incidents and service requests are logged, categorized, prioritized, and resolved in accordance with established SLAs and operational procedures.
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- Drive First Contact Resolution (FCR) and minimize repeat incidents through effective troubleshooting and root cause analysis.
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- Analyze monitoring alerts, identify trends, eliminate alert noise, and recommend service improvements.
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- Take ownership of critical incidents and ensure timely resolution through effective follow-up and escalation management.
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- Maintain continuous communication with stakeholders regarding issue status, impact assessment, resolution progress, and business risks.
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- Review ticket queues and monitoring dashboards to ensure timely response and adherence to service commitments.
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- Perform incident trend analysis and collaborate with Problem Management teams to identify recurring issues and permanent fixes.
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- Develop and maintain knowledge base articles, troubleshooting guides, standard operating procedures (SOPs), and operational documentation.
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- Participate in change reviews and provide operational support during planned maintenance and production releases.
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- Generate and present operational metrics related to SLA compliance, incident volumes, system availability, MTTR, productivity, and service quality.
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- Mentor and support Associate and Specialist team members through coaching, knowledge sharing, and technical guidance.
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- Collaborate with cross-functional teams to improve service stability, operational efficiency, and customer experience.
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- Ensure adherence to ITIL processes, security policies, compliance requirements, and operational standards.
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- Drive continuous improvement initiatives focused on automation, monitoring optimization, incident reduction, and service excellence.
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- Meet and exceed key performance indicators (KPIs) including SLA Compliance, MTTR, FCR, CSAT, Quality Score, Productivity, Availability, and Incident Reduction targets.
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- Participate in training activities, operational readiness programs, and continuous learning initiatives to support evolving business and technology requirements.
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- Support 24x7 operational requirements, including critical incident response, on-call support, and emergency escalations when required.
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- Maintain high standards of professionalism, customer service, operational discipline, and technical excellence in all support activities.
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Job Requirements

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