Job DescriptionJob Title: Senior Specialist – TSC (Training)
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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.n
- Act as a senior escalation point for complex technical incidents and service requests.n
- Monitor enterprise systems, applications, infrastructure, and store environments to proactively identify and address service disruptions.n
- Investigate, diagnose, and resolve complex POS, DEX, application, hardware, network, and infrastructure-related issues.n
- Lead incident resolution efforts and coordinate activities across multiple support teams and resolver groups.n
- Manage and support Major Incident processes, including bridge calls, stakeholder communications, and service restoration activities.n
- Ensure incidents and service requests are logged, categorized, prioritized, and resolved in accordance with established SLAs and operational procedures.n
- Drive First Contact Resolution (FCR)



and minimize repeat incidents through effective troubleshooting and root cause analysis.n
- Analyze monitoring alerts, identify trends, eliminate alert noise, and recommend service improvements.n
- Take ownership of critical incidents and ensure timely resolution through effective follow-up and escalation management.n
- Maintain continuous communication with stakeholders regarding issue status, impact assessment, resolution progress, and business risks.n
- Review ticket queues and monitoring dashboards to ensure timely response and adherence to service commitments.n
- Perform incident trend analysis and collaborate with Problem Management teams to identify recurring issues and permanent fixes.n
- Develop and maintain knowledge base articles, troubleshooting guides, standard operating procedures (SOPs), and operational documentation.n
- Participate in change reviews and provide operational support during planned mai

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