System Analyst - Retail Operations Consultant


Bengaluru, KA, IN

Company:  ExxonMobil


ExxonMobil, one of the largest publicly traded international energy companies, uses technology and innovation to help meet the world’s growing energy needs. ExxonMobil holds an industry-leading inventory of resources, is one of the largest refiners and marketers of petroleum products, and its chemical company is one of the largest in the world. To learn more about ExxonMobil in India, visit ExxonMobil India. Follow us on Twitter and LinkedIn.



Job Responsibilities


  • Facilitate help desk performance conformance and quality management operated by Managed Service Provider involving SLA and KPI tracking, reporting and compliance to contractual terms
  • Partner with Managed Service Provider or Supplier for following activities; 
    • Provide management oversight of the delivery of a secure, cost effective and customer-focused service to ExxonMobil customers.  
    • Oversee the delivery of Customer Services – Retail Help Desk
    • Coordinate work of teams to meet service targets and monitor work load and performance over time, determining trends and identifying areas of improvement  
  • To be an escalation point of contact and manage escalation with ownership and responsibility
  • Champion continuous improvements to ensure services are delivered at a pacesetter’s cost 
  • Ensure timely communication to key customers 
  • Ensure a safe and secure operating environment
  • Comply with corporate and S&C policies and report all violations
  • Be familiar with Disaster Recover/ Business Continuous Plans and in the event of an incident, take charge in executing plans

Job Requirements


•    Minimum Bachelor’s degree in IT or business customer service background with 70% & above or equivalent CGPA
•    Minimum 7 years of IT related experience in Customer Service (Service Desk or Help Desk) background
•    Minimum 5 years of experience in running Managed Service Provider operations
•    Project Management or Transition (Change / Problem) Management experience is required 
•    Account / Vendor Management skills - interaction with external parties and internal senior IT or business customers expected
•    Experience in supporting global operations environment
•    Understanding of business controls
•    Strong customer service skills and a desire to help people with technical problems
•    Ability to work closely with peers and other IT support staff
•    Excellent analytical and problem solving skills
•    Strong communications skills - verbal and written English
•    Strong conflict resolution skills
•    Required leadership skills
•    Strong leadership skills
•    Ability to coordinate day to day tasks of self and others
•    Ability to manage work in short to medium term timeline
•    Ability to adapt to rapid changes
•    Flexible to work in 4.00 PM - 1.00 AM IST shift


ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status.


ExxonMobil does not use recruiting or placement agencies that charge candidates an advance fee of any kind (e.g., placement fees, immigration processing fees, etc.). Follow the LINK to understand more about recruitment scams in the name of ExxonMobil.


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