Description

Roles & Responsibilities :

• Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

• Validates technical information, sets fair expectations, and disseminates information as needed

• Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)

• Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues

• Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations

• Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues

• Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request/incident case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status

• As a 24 x 5 x 365 organization, MUST BE willing to work in shifts

• Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)

• Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills

   

Qualifications

Educational qualification:

BE/B-Tech in computer science/Electronics or equivalent. 3+ years of Experience in IT Infrastructure support

Experience :

4+ years of Experience in IT Infrastructure support

Mandatory/requires Skills :

• Possesses extensive knowledge in RPA Platform Automation Anywhere (A360 versions) in Platform administration

• Thrive & excel in a high-pressure, time sensitive enterprise environment between RPA Application and IT Infrastructure

• Fantastic Customer focused service skill (Empathy-based listening, written and verbal skills)

• Excellent Analytical & Technical Troubleshooting skills

• Great Team Player, Interpersonal skills, and Presentation skills

• Fair understanding of Automation Anywhere Key functionalities (like RPA, AARI, IQBOT & Process Discovery) and their value proposition to the customer

• Good knowledge on Windows Server Operating system environments

• Excellent understanding on RDBMS (MS-SQL & MySQL)

• Basic understanding of web scripting programs & Git/BitBucket

• Knowledge on Automation Anywhere A360 migration is added advantage

Soft Skills:

• Excellent problem-solving abilities and attention to detail.

• Strong communication and teamwork skills.

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

• Proactive attitude towards learning and adapting to new technologies.

Additional Info

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.