Third Party Cyber Risk Services Operations - Lead Analyst

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

Required Qualifications, Capabilities, And Skills: 

• 7+years of experience as Lead Full-stack engineer with hands-on in Python to build complex web applications backed by RDBMS, Snowflake or NoSQL database. 
• Good understanding / implementation experience in unit test automation using Junit, JMock or TestNG 
• Experience with frameworks like ReactJS, Python Flask and designing Microservices / event-driven architecture. 
• Experience with cloud (AWS or Azure) and running the development of cloud-based applications and development of APIs, web services. 
• Experience with Git, Azure Devops and Git flow for code lifecycle management 
• Solid experience in Designing, Development and Maintenance of Scalable, Distributed applications. 
• Understanding of software engineering concepts and formal applied experience of OO and functional programming paradigms 
• Hands-on practical experience in system design, application development, testing, and operational stability 
• Hands-on experience with CI/CD deployment pipelines. 
• Experience working and managing Agile / Scrum development cycles. 
• Ability to communicated ideas / architecture and get consensus from the relevant collaborators. 
• Experience in developing, debugging, and maintaining code in a large corporate environment with one or more modern programming languages and database querying languages. 
•  
•  
• Must Have Skills : The candidate should be experience in Python with React JS 

We are seeking a skilled and enthusiastic .NET Core Developer to join our dynamic team. As a .NET Core Developer, you will play a crucial role in designing, developing, and maintaining high-quality software solutions using the latest Microsoft technologies.

OREN is a rapidly growing technology business in Sustainability Analytics and Reporting space. Our ambition is to help companies include sustainability into their core business strategies and culture.

We are looking for Fullstack Engineers (MERN) to help us in the next stage of our journey with experience in developing real-time server applications based on Node.js, Express.js, MongoDB databases. As a Full Stack Developer, you should be comfortable around both front-end and back-end coding languages, development frameworks, and third-party libraries. You are expected to work with the best selection of tools, libraries, and cloud platforms to deliver a high-performance, scalable, flexible, reliable, and seamlessly integrated back-end solution to be used with a variety of mobile and web-browser-based clients.

Responsibilities :

-- Design and write lots of bug-free, efficient, scalable, and reusable code

-- Design & develop full-stack modules and components and promote coding best practices

-- Develop APIs and scripts using backend programming languages like Node.js

-- Design and implementation of low-latency, high-availability, and performant applications

-- Ability to work independently with minimum supervision

-- You will have ownership of developing and maintaining various backend services that support features in our application and website

-- Integrating solutions to enterprise software and legacy software

-- Manage project priorities, deadlines, and deliverables

-- Develop and manage well-functioning databases and applications

-- Ensuring responsiveness of applications

Requirements:

- 4+ years professional software engineering experience

- Bachelor's degree in Computer Science or a related field (or foreign equivalent)

- Proven experience in high-level programming languages like Node.js and Express.js with state management tools like Redux

- Good understanding of React, Next.JS, Bootstrap, and Material UI

- Thorough understanding of modeling and scaling databases like Firestore, and SQL

- Expertise in developing micro-services based REST APIs and exposure to API Gateway (GraphQL a plus)

- Should be well-versed with collaboration tools like Git and Swagger

- Significant experience in developing high performance, distributed, and scalable applications with container deployment (Docker and Kubernetes)

- Comfortable working within GCP, AWS, Azure, or equivalent ecosystem

-Bonus point: Experience working with ML and recommendation systems

- Knowledge on open-source technologies such as NoSQL, MongoDB, Data Formats (XML / JSON), JavaScript Frameworks ReactJS, JS, JQuery, CSS, HTML5, in memory databases, Build tools like webpack.

- Preference will be given to the Immediate joiner

- Should be a team player, have a positive outlook towards challenges, and contribute to the growth of the team and company

Interview process:
1st Round - Techincal Assessment: a) Online Quiz b) Take Home Assignment
2nd Round - Joint video call discussion with Co-Founder and CTO

Oren is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Skills: Node.js, React.js, MongoDB, Express JS, HTML, CSS, .

Requirements:

• Should have experience on Node.js and frameworks available for it, such as Express or StrongLoop. Preferably Express.
• Should have experience in building Rich UI components with React.js.
•  Should have hands on experience on MongoDB.  
• Strong understanding of JavaScript, its quirks and workarounds.
• Knowledge of ES6, ES7 and Object-oriented and functional programming.
• Understanding the nature of asynchronous programming and its quirks and workarounds.
• Should have experience in working on Linux (Ubuntu) Environment and basic linux commands.
• Proficient understanding of code versioning tools, such as Git.
• Good to have knowledge on Redis DB.
• Good understanding of browser rendering behavior and performance.
• Good to have exposure working in an agile development environment

Position - User Researcher

Location - Mumbai/Bangalore

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

• upGrad was awarded the https://iamaiida.in/index.php">Best Tech for Education by IAMAI for 2018-19
• upGrad was also ranked as one of the https://www.linkedin.com/pulse/linkedin-top-startups-2018-25-most-sought-after-india-linkedin/">LinkedIn Top Startups 2018: The 25 most sought-after startups in India 
• upGrad was earlier selected as one of the https://www.fastcompany.com/most-innovative-companies/2017/sectors/india">top ten most innovative companies in India by FastCompany.
• We were also https://www.ft.com/content/9150579a-f24c-11e6-95ee-f14e55513608">covered by the Financial Times along with other disruptors in Ed-Tech
• upGrad is the https://yourstory.com/2017/01/startup-india-learning-program-offers-free-online-entrepreneurship-course/">official education partner for Government of India - Startup India program 
• Our program with IIIT B has been ranked https://www.analyticsindiamag.com/top-10-courses-and-training-programs-on-artificial-intelligence-in-india-ranking-2018/">#1 program in the country in the domain of Artificial Intelligence and Machine Learning 

About the Role

The Design & Research teams are part of the larger Product teams and are responsible for gathering learner, community & expert insights and translating those into a seamless & empowering experience across the platform. These teams are broken down into four branches, Growth & Discovery, Learner Experience, Careers, and Alumni & Breakout experiences which consist of talents from across product, engineering, learner experience, and business to make sure we have no latency in user experience meeting the user expectation.

 You’re an experienced researcher with a strong, working understanding of how to integrate qualitative and quantitative research methodologies. You know exactly when to engage with teams across Design, Product, Engineering, and Marketing, what questions to ask, where to probe, and how to implement the most effective research strategies. You thrive in a fast-paced environment and enjoy setting your own research goals, managing load, and expectations, and delivering actionable research findings and recommendations. You’re passionate about Education and believe great experiences are always inspired by a deep understanding of the user

Roles & Responsibilities

• Partner with Designers, Product Managers, and Data folks to drive all stages of research from early product direction through summative validation in an Agile work environment.
• Help to develop and track quantitative measures of user experience (goals, metrics)
• Influence a diverse set of stakeholders through excellent relationship building, and crisply providing insight and deep domain expertise in research practices and product development.
• Put the needs of our varied set of users front and center and driving, through influence and well-constructed presentations of insights, the user experience strategy of our many products.
• As a voice of the user, effectively challenge and elevate the customer experience in a data-driven environment Design, recruit and moderate research studies regularly (both in-person and remote).
• Use a variety of research methods and tools to best reach the goals of each project in order to provide rich, actionable insights.
• Communicate research findings and prioritized recommendations to internal stakeholders in a clear and compelling way.
• Work closely with product teams to identify research questions.
• Design and execute studies that address both user behavior and attitudes, using the right methods for the right questions.
• Generate insights that influence how product teams think about medium and long-term product strategy. Directly influence product strategy and design by communicating clearly and in a compelling way.
• Conduct research using a wide variety of qualitative and quantitative methods, including in-depth interviews, ethnographies, focus groups, and diary studies
• Interpret and analyze research results through the lens of UX and social science.
• Collaborate closely with other user experience researchers, and understand when to bring in quantitative experts for support.
• Devise and execute creative methods in getting non-design partners to internalize and act upon research, particularly engineers, analysts, and other technical experts.

Skills Required

• You have deep knowledge of qualitative research methods and tools across the Indian diaspora, as well as knowledge in quantitative methods
• BA/BS, human behavior related field HCI, Psychology, Social Science, Information Science, etc.)
• 2+  years of experience in applied product research Knowledge of qualitative and quantitative research method

Qualification – BA/BS, human behavior related field HCI, Psychology, Social Science, Information Science, etc.)

 Years of Exp –  2+ Years

Skills:

• .NET framework, VB, C#
• HTML 5, Bootstrap, CSS, Less .
• Communication Protocols like HTTP, TCP, WCF, Web API, Modbus.
• Databases- MS SQL Server 2008 R2, MySQL. Knowledge on Redis, MongoDB.
• Scripting language -Java-Script, jQuery, AngularJS, SignalR, Ajax.
• AWS SDK preferred, Cloud Migration., IIS, Self-hosting, window server,
• Other tools -Postman & Fiddler, Tortoise SVN, Mantis bug tracking, Redmine.

Key Strengths :

• Good debugging skills.
• A major responsibility includes planning development cycle, designing, module development, code merge, Unit / Integration testing etc.
• Highly motivated team player.
• Experience in working on multiple projects simultaneously.
• Quick learning of any new technologies.
• Capable to take independent responsibility as well as ability to contribute and be a productive team member.

Key responsibilities:

• Involved into discussion of design and development of new feature enhancement.
• Involved in integration with the IoT devices over the TCP binary protocol.
• Involved in design and development of Web API to expose the data uploaded by devices to third party applications.
• Coordinating with the testing team for fixing bugs.
• Coordinating with firmware (Embedded) team for device integration.
• End to end design and development of modules.