Job Requirements Roles & Responsibilities

Service Delivery & Communication

- Customer Interaction: Respond to user inquiries, access problems, and issues with

Supply Chain (SCM) applications via email, phone, or ticketing tools.
- Relationship Management: Communicate daily with various customers to manage

relationships and ensure high satisfaction levels.
- Stakeholder Reporting: Prepare and communicate timely reports to Business

stakeholders regarding operational breaches and service status.
- Collaboration: Work closely with peer department personnel and specialists on tasks

outside immediate scope to ensure organizational alignment. Technical Support & Troubleshooting
- Issue Resolution: Handle incoming queries and help requests from end-users,

performing initial problem assessment and detail gathering.
- Technical Diagnosis: Reproduce reported problems and attempt resolution through

available self-services
- Escalation: Identify repeated issues and raise them for permanent solve through next

levels.
- System Knowledge: Understand software applications used to track merchandise and

remain aware of all steps in the delivery process.





Operational Excellence

- Ticket Management: Maintain detailed records of user issues and support processes by

opening and managing help desk tickets.
- Documentation: Create, edit, and maintain department-wide Process Documents and

Standard Operating Procedures (SOPs).
- Operational Guidance: Guide operations teams regularly on operational breaches and

update procedural knowledge.
- Efficiency: Determine ways to improve product delivery and take action when delays

occur.
- Shift: 24/7 Rotational Shift (Mandatory requirement)

Qualifications & Skills Category Requirement

Technical Skills

Good understanding of ITSM framework,

serviceNow, JIRA

Programming

Basic knowledge of programming languages to follow code execution and debug.

Analytical

Strong problem-solving and analytical skills with excellent attention to detail.

Communication

Fluent in English; developed written and verbal communication skills.

Soft Skills

Independent, self-motivated, and highly organized worker.

Work Experience 2-5Years

📌 Technical Support Engineer (Bengaluru)
🏢 Virtusa
📍 Bengaluru