11+ NNM Jobs in Bangalore (Bengaluru) | NNM Job openings in Bangalore (Bengaluru)

Hi,

We are hiring for one of the global ITSM company specializing in IT Enterprise Management and Integrations. They delivered a wide variety of projects on ServiceNow – CSM, FSM, HRSD, SecOps, App Engine, ITOM & ITSM. The company offers you worldwide project access – US, UK, Middle East, Hong Kong, Singapore, Australia and India.

Job Description Position: HP Service Manager Consultant

Product: Service Management Automation (SMA)

Languages: Java, JavaScript, HTML, RAD Scripting

Databases: PostgreSQL, MS SQL, Oracle

Location: Open/Should be ready for domestic and international travel

Duration: Permanent

Experience: 3 years and above

Job Description:

• Good Knowledge of SMA-SM and SMAX technologies
• Hands-on experience on setting up of SMA-SM and SMA-X 2018.XX and 2019.XX implementation skills
• Hands-on knowledge on Kubernetes
• Setting up the container environment i.e., Master, Workers, NFS, Postgres
• Setting up of SMAX – DR environment
• Hands-on troubleshooting experience on PostgreSQL is preferred.
• Setting up OPB agent for SMAX integration and legacy Microfocus integrations including uCMDB-SM, OMi/OpsBridge-SM
• Experience on 9.6X Codeless approach or 9.3x PD/ Hybrid.
• Hands-on experience on Service Desk, Service Catalog, Incident, Problem, Configuration, Knowledge, SLM, and Request Management modules customization and configuration.
• Hands-on experience on Service Request Catalog and Mobility features customization and configuration.
• Should possess strong development skills on Format Control, Links, Queries, Process Designer Rulesets, Triggers.
• Hands-on experience on Connect IT scenario creations and updates.
• Should possess strong RAD programming and Java scripting skills.
• Should possess good reporting (Crystal Reports, Oracle, or SQL scripting) skills.
• Should be comfortable with various operating systems usage – Linux, Windows
• Hands-on experience on deploying and configuration of SM Web Tier is preferred
• Hands-on experience on the upgrade of Service Manager from classic to Hybrid or Classic to Codeless.
• Hands-on experience on SRC Web Tier customisations is preferred
• Should be ready for domestic and international travel / onsite visits on a need basis.

Additional Good to Have Skills:

• SOAP and REST Webservice skills.
• Integration experience with 3rd party tools using API calls.
• Exposure to Asset Manager and uCMDB.
• Good knowledge of ITIL processes.

Customer Support at Contlo

Contlo is a pioneering AI native marketing platform that empowers modern, fast-growing businesses to leverage their brand's generative AI Model for end-to-end marketing optimization. Our platform enables businesses to drive customer retention through personalised campaigns and automated customer journeys across various channels, including Email, SMS, WhatsApp, Web push, and Social media.

With Contlo's Brand AI ModelTM, businesses can orchestrate all their brand marketing activities by generating personalised marketing creatives and copies, creating behaviour-based customer segments, and auto-generating customer journeys. As the Brand AI ModelTM is utilized, it continuously learns, improving marketing outcomes and enhancing sales performance.

At Contlo, we are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities-

• ● Respond to customer queries in a timely and accurate way, via phone, email or chat
• ● Identify customer needs and help customers use specific features
• ● Analyze and report product malfunctions (for example, by testing different scenarios or
• impersonating users)
• ● Update our internal databases with information about technical issues and useful
• discussions with customers
• ● Monitor customer complaints on social media and reach out to provide assistance
• ● Share feature requests and effective workarounds with team members
• ● Inform customers about new features and functionalities
• ● Follow up with customers to ensure their technical issues are resolved
• ● Gather customer feedback and share with our Product, Sales and Marketing teams
• ● Assist in training junior Customer Support Representatives

Requirements and skills-

• ● Experience as a Customer Support Specialist or similar CS roles
• ● Familiarity with our IT SaaS industry is a must
• ● Experience using help desk software and remote support tools
• ● Understanding of how CRM systems work
• ● Excellent communication and problem-solving skills
• ● Multi-tasking abilities
• ● Patience when handling tough cases
• ● B.Tech/BCA degree 

• Be part of the customer success team and own a process in user onboarding journey

• Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding.

• Ensure good customer experience and execute a feedback loop to improve the related processes

• Understand Crio’s product offerings and customer acquisition process

• Organize and manage work and report progress with CRM/Spreadsheets

• Good communication skills in English and Hindi (optional)

• 1+ years exp of customer handling roles preferred

• Motivation and drive to learn and grow in career

• Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
  
  
  

About Us-

Intellipaat is the leading online education provider and creates courses in collaboration with top MNCs and universities such as IBM, Microsoft, E&ICT, IIT Guwahati, SPJIMR, etc., with more than 600,000 learners and 200+ corporates across 53+ countries learning on our platform.  

Responsibilities:

• Self-learn new technologies and showcase domain expertise in the team

• Articulate and present complex concepts in an easy to grasp visualizations keeping global audience in mind

• Research/analyze and solve complex problems in software technologies, frameworks, and platforms

• Interact with Subject Matter Experts from the industry

• Understand the objectives, target audience, and develop simple, easy-to-understand, user-friendly content while employing good search engine optimization (SEO) techniques

• Collaborate with SME/Technical experts and develop state of the art content, rewrite the existing content or edit and proofread content

• Create visual presentations that communicate complex concepts in a manner that appeals to a wide variety of audiences

• Create Webinar/Lectures for internal/YouTube platform on upcoming technologies

Desired Skills:

• Excellent written and verbal English, with an ability to express thoughts succinctly

• Excellent Aptitude & Reasoning Skills

• High level of energy and proactive nature

• A sense of ownership and a willingness to accept the challenge of daily deadlines is essential

• Preferable Knowledge Of any of these skills like Linux, AWS, Azure, GCP, Java, Java EE, Python, Hadoop/ Spark, Data Science, ML, AI, etc.

• Passion to learn & explore new and emerging technologies

True medicines at true prices! 

Our motto is to deliver value-added solutions for Indian patients beyond just pills. Our goal is to make healthcare accessible to every patient and bring it within their price range. 

Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience.  

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. You will support the users by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate. 

What you will be doing:

• Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot, and identify solutions to promptly resolve customer/users issues
• Support users via live chat & phone. Respond to user's technical support requests and feature-related questions
• Create and maintain product-related documentation, internal and external
• Debug user issues and create reproducible test cases for engineers to resolve
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
• Understand user goals and their desired outcome from using the product.
• Document use cases and feature requests

What we are looking for:

• Previously done customer support role. Preferably technical customer support
• You're data-driven and analytical
• Excellent follow-up skills with great attention to detail
• You are comfortable in a startup environment; are self-motivated move quickly, and wear many hats
• You have a highly structured work approach, the ability to manage multiple activities in parallel
• Good communication skills: English / Hindi / Marathi / Bengali 

Location:

• Kailash Industrial Estate - Vikhroli / Powai, Mumbai.
• Kasba Industrial Estate - Kolkata
• Naraina Industrial Area Phase 1 - Delhi 

Timings:

12.00 PM to 9 PM

Working Structure:

In-Office: Monday - Saturday

Remote: Sunday 

1 Weekly off, 2 Monthly offs. 

Joining:

Immediately.

Call Reception and Ticket Logging: Responsible for:

• Ensuring calls are answered professionally
• Ensuring that the relevant information is collected from the customer
• Ensuring that the correct level of priority is agreed with the customer
• The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
• Ensuring that the ticket is assigned to the correct engineer
• Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management: Responsible for:

• Ensuring that appropriate attention is paid to P1s
• TPMs engaged immediately for engineer dispatch to the site where applicable
• The customer is forwarded to an engineer for a possible remote fix
• Ensuring that all tickets are managed in line with SLAs

Jeopardy Management: Responsible for:

• Ensuring that the ticket is managed in line with Company’s jeopardy management process

Escalation Management: Responsible for:

• Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
• Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
• Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
• Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication Responsible for:

• Customer Communication
• Ensuring that the customer is updated regularly throughout the duration of the ticket
• Ensuring the quality of ticket input is of a high standard
• Ensuring that key internal contacts are advised of any issues
• Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

• Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
• Industry or relevant business qualifications and accreditations would be desirable
• Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
• Ability to form close working relationships with the customer community, sub-contractors
• Excellent client-facing communications skills
• A Self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• in European languages would be an advantage
• ITIL Foundation / ITIL v3 Foundation
• Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Set

Key skills & Experience

• An experienced Communications professional with a broad background in telecommunications at an operational level.
• Recognition of the issues

KEY COMPETENCIES

• Customer Focused
• Relationship Building and Maintenance
• Decision-Making Ability
• Inspiring Communicator
• Initiating Action
• Personal Responsibility

A Bachelor degree in IT from a top reputed university with 5+ years of experience in LMS (Loan management system) and a total experience of 8-10+ years

Key Roles/Responsibilities

• Plan, Develop and Execute Content Strategy in line with the foundation and the program s mission of Job fulfillment
• Understand the big picture perspective with attention to detail and a focus on delivering impact by creating high-quality content for skilling
• Understand the foundation and program s key value proposition to the skilling eco-system
• Understand how the value proposition can be developed and delivered
• Execute and implement the content strategy
• Design Content Architecture to deliver it through the tech platform
• Design the storyboards for the content
• Collaborate with the tech team to design the platform to host and deliver the content
• Identify best in breed technology to develop tools and learning content
• Deploy content across mobile and Loan Management Systems (LMS) 5. Work with external vendors of content production and technology
• Identify, Manage and Develop Partnerships with key stakeholders to co-create, and co-deliver the content
• Collaborate with Internal Stakeholders to understand the content needed and receive feedback on the existing content
• Develop and Manage Team Internal Use--Confidential

Experience & Skills Required Capabilities

• Learning and Development: Hands-on with latest Loan management system Proven track record of success in delivering digital LMS solutions at scale.
• A seasoned leader with skilling eco-system knowledge: good problem solving, team building, excellent communication and operations ability, and experience of building up systems and processes at scale
• Passionate about the vision of the company