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Not Disclosed by Recruiter Openings: 2 Posted 12 days ago Job Applicants: 664 Job Views: 609

Job Description

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    Key responsibilities / accountabilities :

    • Responsible for dispatching/ usage of ticket management tools - HPSM/ JIRA.
    • Customer orientation and relationship management
    • Clear and precise communication on management of high priority issues/incidents.
    • Establish communication with the countries and first point of contact for escalation management and hence driving positive NPS scores.
    • Responsible for Incident tracking, monitoring, reporting to stakeholders
    • Driving ideas to build various reports required by management/function prepare or amend templates for various reports.
    • Drive major incident management
    • Responsible for Service desk Hotline Monitoring.
    • Ensure Quality of Incidents by tracking of work instructions and proper closure.
    • Ensure through Domain leads the Knowledge Management on recurring and complex incidents/ Service Request.
    • Ensure reports are delivered to stakeholders within agreed timelines and without any errors
    • Analysis of data available thru various reports and identify improvement areas or highlights

Salary: Not Disclosed by Recruiter

Industry: IT-Software / Software Services

Functional Area: IT Software - Other

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    Required functional skills:

    • Graduates in Computer/ Science/ Technology/ Commerce
    • Minimum overall 6 to 8 Years of experience in a compatible Industry
    • In depth knowledge on ITIL Processes Incident, Change and problem management
    • Experience in SAP Application Management is an added advantage.
    • Excellent communication & Presentation skills
    • Should be able to understand underlying business logic of the reports
    • Co-ordination across functions and across customers
    • Time management & Prioritization
    • Ability to manage multiple assignments
    • Problem solving and Decision making
    • Should be assertive
    • Eye for details & Result oriented
    • Willingness to work in shifts (24/7/365)


UG: B.Tech/B.E. - Any Specialization, Computers, B.Sc - Any Specialization, BCA - Computers

PG:M.Tech - Any Specialization, Computers, MCA - Computers, MS/M.Sc(Science) - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

Metro Global Business Services Pvt. Ltd.

We are METRO SERVICES a Captive Technology and Finance Center for €58 billion German retail conglomerate METRO AG.
METRO is a leading international wholesale and food retail specialist. At its core, the group consists of METRO Cash & Carry and Real - with more than 750 wholesale stores in 25 countries.

Established in 2011 in Pune, METRO SERVICES has evolved from being an Accounting COE to managing multiple Business Operations. Being entrepreneurial by nature we are now growing & scaling up our IT operations to offer end to end development & enterprise solutions to our group companies.

Our goal is to deliver competitive advantage by standardizing processes, being compliant, delivering sustainable cost effective solutions and empowering our colleagues to do more for our customers every day. 

We are an internal service provider for METRO group, having offices in Pune (India), Dusseldorf (Germany) & Szczecin (Poland). We provide IT & Business operations support to 35 MCC countries, speak 18 languages and process over 18,000 transaction a day. We are setting tomorrow's standards for customer focus, digital solutions and sustainable business models.

Quick Facts -
35 countries supported
21 million customers
150,000 employees world wide
20 thousand monthly transactions
35 nationalities
18 languages
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Job Posted by

METRO Services Company Recruiter Metro Global Business Services Pvt. Ltd. Pune


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