Quality & Timely Delivery
• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
• Key Activities:• Monitor ticket queues and prioritize based on urgency and impact.
• Follow standard operating procedures (SOPs) for resolution.
• Escalate issues when necessary to Level 2/3 teams.

• Skills Needed:• Time management
• Attention to detail
• Basic troubleshooting and documentation

2. Global Application Support (24/7 Window)
• Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
• Key Activities:• Respond to user queries via email, chat, or ticketing systems.
• Perform initial diagnosis and provide solutions or workarounds.
• Maintain shift handover logs and ensure continuity.

• Skills Needed:• Familiarity with global support tools (e.g., ServiceNow, Jira)
• Basic understanding of supported applications
• Explicit communication across time zones

3. Coordination Across Teams
• Responsibility:



Act as a bridge between local and international teams to resolve user issues effectively.
• Key Activities:• Collaborate with infrastructure, application, and business teams.
• Track progress of escalated issues and ensure closure.
• Document resolutions and share knowledge across teams.

• Skills Needed:• Stakeholder management
• Cross-cultural communication
• Issue tracking and follow-up

4. Team Player & Individual Contributor
• Responsibility: Adapt to business needs by working independently or collaboratively.
• Key Activities:• Participate in team meetings, knowledge sharing, and training.
• Take ownership of assigned tasks and deliver without supervision.
• Support peers during high-volume periods or outages.

Responsibilities
Quality & Timely Delivery
• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
• Key Activi

📌 Analyst - Digital Gateway Support (Bengaluru)
🏢 KPMG Global Services
📍 Bengaluru