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 27,000+ 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.

Roles & Responsibilities :

• Support 2nd and 3rd level application support processes ensuring benchmark quality and adherence to defined KPIs.

• Work actively with Quality Assistant to ensure that tickets are within the KPI
• Collaborate with support specialist, LOT Leads, Support Managers, IT Ops Leads, and other stakeholders.
• Contribute to developing and curating process guidelines, standards, and best practices.
• Handle process clarifications from specialists and identify improvement areas.
• Support Support Standards & Process Governance activities.
• Participate in defining and improving operational processes.
• Facilitate awareness sessions, documentation preparation, and knowledge sharing.
• Enable operational efficiency reports.
• Assist in audit and compliance activities.
• Identify value–added enhancements and opportunities for technical automation.
• Participate in competence management initiatives within COE.

Educational qualification:

Any Graduate,. preferably Engineer

Experience :

• Understanding of IT service management and operational support processes.
• Strong knowledge of incident, problem, IT Service Asset and Configuration Management (CMDB), Request Fulfillment and change management.
• Strong analytical, documentation, and reporting skills.
• Good communication and collaboration abilities

• Good understanding of Bosch Quality standards and process in application support
• Ability to work in cross-functional teams and manage multiple stakeholders.

Mandatory/requires Skills :
Experience with ITIL processes or ITIL certification.

Preferred Skills :

• Experience with ITIL processes or ITIL certification.
• Basic understanding to automation tools or scripting.
• Familiarity with Bosch internal Run and Support processes.(Applicable for IJR)
• Understanding of agile working methods.