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, management, and proactive issue identification.
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Solid 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 fast-paced 24x7 support environment.

📌 Senior Specialist (Bengaluru)
🏢 Eleven
📍 Bengaluru