Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
Roles & Responsibilities:
Manage the day-to-day operations of the Global Tech Support Team, which works across multiple geographical locations and provides tier-1 to tier-2 tech support to all Emeritus and Eruditus users.
Create, manage, measure, and report on key service-level metrics and key performance indicators (KPIs), such as time to first response, user satisfaction, and Resolution SLA% met.
Assist in developing and leveraging technical operations best practices and problem management to drive a culture of continuous process improvement.
Promote technical operations best practices in tech support and beyond.
Encourage the use of self-service tools and a knowledge repository as mechanisms for increasing end-user satisfaction and lowering costs.
Conduct trend analyses and create action plans to improve service timeliness and cut costs.
Keep up to date on trends in end-user support, management, technologies, sourcing, policies, procedures, and other external changes that may affect IT services.
Work constantly to eliminate incidents and automate request provisioning.
Develop top talent and mentor team members to help them meet and exceed their goals.
Manage team schedules and resource capacity for each shift to ensure balancing and preventing burnouts or a lack of service resources to handle end-user inquiries.
Daily review and prioritization of queued tickets
Oversee IT support projects and operations in global workplaces.
Serve as an escalation point for all major incidents and problem management by actively managing P1 and P2 major incidents.
Additional responsibilities as assigned or requested.
Key Skills & Qualifications:
Must have at least 7-10 years of experience in Technical Support/ IT Service Desk Management/IT Operations.
A minimum of 3-5 years of experience leading a technical support/service desk team.
Engineering Graduate or Equivalent
ITIL certification preferred.
Good global support experience is a must.
Strong knowledge of enterprise applications, tools, and operating systems.
Strong technical knowledge in providing 24/7 support.
Experience in streamlining user device support functions.
Ability to quickly learn new subject matter areas, assess operational maturity, establish KPIs and metrics, and drive toward operational maturity.
Excellent communication and collaboration skills.
Technical Skills:
Operating Systems: You should have in-depth knowledge of different operating systems, such as Windows, macOS.
Networking: You must understand different networking concepts, including LAN, WAN, TCP/IP, VPN, DNS, and DHCP.
Software Applications: You should be familiar with different software applications, including productivity software, antivirus software, and backup software.
Cloud Computing: You must have knowledge of cloud computing technologies, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS)..
Strong Knowledge of ITIL: Knowledge of ITIL framework helps to manage and improve IT services within the organization.
Fundamental understanding of OneLogin, Okta SSO.
Knowledge and Hands on experience in managing O365, SharePoint, teams, etc.
Mobile device management (MDM): As more employees are using mobile devices for work, having knowledge of MDM tools and mobile security best practices can be essential.
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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