Understanding on ITIL Process and Production Technology support process. To track the Runbook on the support process to be followed and maintained.…
Experience in SaaS technical support or client-facing technical roles. Identify whether an issue is user error, configuration issue, data problem, or system……
Keep client(s) updated on Project progress. Solve all project issues requiring any type of support of all suitable functions via the Project Escalation.…
Communicate with client representatives and rig personnel during all the phases of well construction. Communicate with client representatives and rig personnel……
Minimum of 5 years of hands-on experience in software quality assurance, with demonstrated proficiency in test planning, execution, and maintenance of clear and……
Contribute to continuous improvement initiatives, including process optimization and support model enhancements. Organises own time with a short time horizon.…
Lead, mentor, challenge and grow other software engineers on the team. Collaborate with cross-functional teams to design, develop, and deploy innovative……
This ensures we can provide timely and effective support tailored to each client’s needs. 3+ relevant experience on L3 support. 6-9 overall Software experience.…
R&D: The main objective is to fulfill assignments to achieve timely deliverables to the client (prototypes), support for manufacturing and/or evaluation of……
You will collaborate closely with Data Scientists, Cloud Engineers, and Software Engineers to industrialize ML solutions, optimize workflows, and support……
You are comfortable working across the stack, including mobile clients, APIs, services, and data considerations, when needed to deliver outcomes.…
Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Client Expectations Management, Coaching, Creativity, Critical……
2–5 years of experience in process automation , process improvement , or similar roles within Supply Chain or Financial Services environments, including finance……
Unit testing with frameworks like JUnit 5 and Mockito (at least 2 years of experience within the last 3 years). JEE 6+ (with at least 3 years of active work).…
Build and maintain strong relationships with client engineers and delivery leads, earning their trust through reliability, transparency, and technical depth.…
Proficient with modern frontend technologies such as InertiaJS, Vue 3, NextJS, React, and Tailwind CSS. As a Software Engineer on the Vendor Backoffice team……
3-5 years of experience in software development with . This ensures we can provide timely and effective support tailored to each client’s needs.…
A minimum of five (5) years of successful technical sales and/or pre-sales experience. Engage on conference calls with Account Managers and prospective clients,……
Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community.…
3+ years leading and managing a team of 5–10 highly skilled developers in an agile SCRUM environment. Commuter Benefits: Access support for travel and commuting……
We prioritize equipment readiness, operational precision, and responsive customer support. The project has a distinct tech stack and business purposes; you will……
Employees may live anywhere in Mexico, with availability to travel to Mexico City, as we recommend attendance at occasional office events.<p style="text-align:……
Global IT Service Desk Chat Support Services Summary of Services
Consultant shall provide a globally consistent Level 2 (L2) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk. Detailed description of the Services
Consultant shall perform the following activities as part of Chat Support:
Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.
Primary responsibilities
Key attributes/skills
Scope & autonomy
Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.
Deep process knowledge; coaching skills; documentation and KB authoring proficiency.
Guides team; approves justified deviations from scripts; recommends SOP updates.