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 (Mumbai)
🏢 7-Eleven Global Solution Center – India
📍 Mumbai