Skills Technical Skills Application Support, Infrastructure Support Event and Service Management Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of Cloud Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point Process Specific Skills Excellent understanding and familiarity with ITIL framework Excellent knowledge of Excel, MS Project, PowerPoint, etc. Soft skills (Desired) Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams Good listening and consultative skills Excellent written and presentation skills. - Keen attention to detail. Record minutes of meeting for all meetings between other teams Self-motivated, organized, strong initiative and be customer focused Good Multi-Tasking Skills 24 x 7 Support between– (Flexible for Shifts)
ResponsibilitiesTroubleshoot and resolve issues for Digital Services. This includes
- Able to provide support across different shifts in 24x7 support environment.
- SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team
- Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.
- Identify Areas of improvement by analyzing ticket trend.
- Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
- Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
- Able to answer call and understand user requirement to provide a good customer service over phone
- Ability to operate at all levels within the organization and cross functionally within multiple client organizations
- Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
- Acknowledge, resolve and/or escalates issues in a timely fashion
- Strictly adhere to defined SLAs
- Understand business requirements for customer base and be able to translate them into technical requirements
- Ensure the highest levels of customer satisfaction
- Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
- KPI / SLA tracking for Team
Graduate
About UsSkills Required
- Graduate
- Application support experience
- Infrastructure support experience
- Event and service management experience
- ITIL certification or strong understanding of ITIL framework
- Multiple ITSM tool management experience
- Basic understanding of cloud application/report administration
- Report deployment and report generation (Excel, MS Project, PowerPoint)
- Ability to troubleshoot across database, storage, system, and network
- Experience handling P1/P2 incidents and incident management
- Adherence to SLAs and KPI tracking
- 24x7 support availability and flexibility for shifts
- Microsoft certifications
- Strong written and presentation skills, consultative communication
- Keen attention to detail and ability to record meeting minutes
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
