Technologist - Global Service Center

Job Description

Job Title: Technologist I, Global Service Center. Location: Chandigarh, India. Job Type: Full-Time, Onsite. Since 2003, Oceaneering’s India Center has been pivotal to Oceaneering's global operations, offering diverse solutions in areas like subsea robotics, automation, IT, and HSE. The center emphasizes flexibility, transparency, and collaboration, fostering a culture where “Solving the Unsolvable” is a shared mission.

Responsibilities:

• Supervise service desk agents to ensure excellent support across channels (phone, email, chat, ticketing systems).
• Act as the escalation point for complex technical issues, ensuring timely resolution or proper handover.
• Oversee incident management processes, ensuring SLA & KPI compliance.
• Audit and analyze calls, chats, emails, and tickets for quality assurance.
• Conduct feedback sessions and deliver training to improve team skills and knowledge.
• Prepare detailed SLA, KPI, and performance reports for management.
• Identify process optimization opportunities to enhance efficiency and customer satisfaction.
• Collaborate with IT teams and GSC managers to implement improvements.

Qualifications:

• 3+ years of experience in service desk/IT support roles, with 1-2 years in a lead role.
• Proficiency in auditing service operations and using ticketing systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Willingness to work rotational shifts in a fast-paced environment.

Preferred:

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL Foundation certification.
• Experience with Windows, Office 365, and Active Directory systems.

Benefits/Instructions:

• Competitive compensation and career growth opportunities.
• Access to extensive training programs in technical and leadership skills.
• Commitment to internal promotions and global career advancements.
• Supportive work environment with world-class infrastructure.
• Primarily office-based, with occasional night shifts.
• Minimal exposure to workplace dust.
• Stable and ergonomic work surfaces.