Technical Support Specialist

Job Description

Title: Technical Support Specialist. Location: Bangalore At Itron, the Global Network Operations Center (GNOC) Team Lead directs the activities and performance of their respective NOC Team in region. This integral role will work closely with the other global NOC Team Leads to devise and implement global NOC process, documentation, training and strategy. The position reports into the Manager, Global Network Operations Center.The GNOC is the nexus point between our customers, product support, Delivery orgs and the rest of Global Managed Services,Responsibilities: Incident management Champion the environment go-live production support checklist Monitor the ticket queue/reports to ensure tickets never exceed our SLA agreement Ensure all customer facing communications contain quality customer specific communications details. Ensure all Incident Reports are sent to the customer in a timely fashion Supervision of NOC Manage schedules, shift rotas and PTO request approval Point of contact for NOC agents calling in sick when on shift Ensure all NOC members are proactively updating cases within the GNOC OLA with Global Customer Support Services Point of contact for all NOC escalations, both external and internal - CSM, Operations Management, etc. - while on shift Engage on customer service issues researching and implementing service and process related issues (Service Improvement Plans) Engage on technical support issues and provide insight where possible Participate in customer meetings when a NOC representative is required Work in conjunction with the other global NOC Team Leads to summarize all escalations ensuring that adequate troubleshooting has occurred and identifying any training opportunities Work in conjunction with the other NOC Team Leads to craft strategies for improving customer service and enhance customer focus skills Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Weekly review and update call with the Global Technical Manager to review ongoing projects, new customers, review processes and analyze incidents occurred within last week Report to leadership on progress, outstanding issues and challenges Review the Monthly Global Operations Report to analyze NOC performance and acknowledge those who have exceeded expectations and those who have not met expectations In accordance with ISO27001, you are required to abide by our security policySkills Required: Technical Certifications - or other industry related certification 2 3 years Team Lead/Supervisory experience required, preferably in a technical contact center environment Experience in procedure-based support of highly available architectures Preference will be given to individuals who have experience or in-depth understanding of smart grid technologies and advanced service-led technologies People leadership and direction experience. For example, shift scheduling, performance feedback, disciplinary, etc. Professional manner and customer service experience Understanding of cellular networks and methodology You must be able to work all shifts in a 24/7 Customer Support work environment Strong literacy in productivity products like MS Office, o365, MS Teams Excellent communication skillsRecommended Talents: Comfortable working in a fast pace high demand, global work environment Highly intuitive and able to make quick educated conclusions based on numerous information sources Healthy understanding of Software as a Service and evolving business models Experience with public and private cloud, including Azure, OpenStack, AWS, and GCP Highly technical background with an BS in Computer Science is preferred,

Keyskills :
dispatchtroubleshootingiso 27001ms officeglobal network operationscomputer hardwaresoftware as a servicetechnical supportmailnetwork operations center