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Job details : System Analyst – Retail Operations Advisor
Work Location: Bengaluru, KA, IN
Ref Id: 965603100
Job Category: Sustainability, Help Desk, Information Technology, Systems Analyst, CSR, Energy, Technology, Management
At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world’s largest publicly traded energy and chemical companies, we are powered by a unique and diverse workforce fueled by the pride in what we do and what we stand for.
The success of our Upstream, Product Solutions and Low Carbon Solutions businesses is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies.
We invite you to bring your ideas to ExxonMobil to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work together.
ExxonMobil’s affiliates in India
ExxonMobil’s affiliates have offices in India in Bengaluru, Mumbai and the National Capital Region.
ExxonMobil’s affiliates in India supporting the Product Solutions business engage in the marketing, sales and distribution of performance as well as specialty products across chemicals and lubricants businesses. The India planning teams are also embedded with global business units for business planning and analytics.
ExxonMobil’s LNG affiliate in India supporting the upstream business provides consultant services for other ExxonMobil upstream affiliates and conducts LNG market-development activities.
The Global Business Center – Technology Center provides a range of technical and business support services for ExxonMobil’s operations around the globe.
ExxonMobil strives to make a positive contribution to the communities where we operate and its affiliates support a range of education, health and community-building programs in India. Read more about our Corporate Responsibility Framework.
To know more about ExxonMobil in India, visit ExxonMobil India and the Energy Factor India.
What role you will play in our team
Responsible for being Point of Contact for US regional Stake holders, Steward the Quality Audits, Training assessments, Customer experience enhancements
What you will do
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 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 security and control (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
Skills and Qualifications
Bachelor’s degree in IT or business customer service background with 60% & above or equivalent CGPA
Minimum 3 years of IT related experience in customer service (Service Desk or Help Desk) background
Minimum 1 year of experience in running managed service provider operations
Project Management or transition 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
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
Willing to work in 4.00 PM – 1.00 AM IST shift
Preferred Qualifications/ Experience
Quality & Training management
Managing technical help desk
Customer experience enhancement
Excellent English communication
An ExxonMobil career is one designed to last. Our commitment to you runs deep: our employees grow personally and professionally, with benefits built on our core categories of health, security, finance and life. We offer you:
Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits
Global networking & cross-functional opportunities
Annual vacations & holidays
Day care assistance program
Training and development program
Tuition assistance program
Workplace flexibility policy
Please note benefits may change from time to time without notice, subject to applicable laws. The benefits programs are based on the Company’s eligibility guidelines.
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ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or disability status.
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Nothing herein is intended to override the corporate separateness of local entities. Working relationships discussed herein do not necessarily represent a reporting connection, but may reflect a functional guidance, stewardship, or service relationship.
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