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Job details : System Analyst – Retail Operations Consultant

Work Location: Bengaluru, KA, IN

Ref Id:  965605400

Job Category:  Sustainability, Help Desk, Information Technology, Lean Six Sigma, Systems Analyst, Energy, Technology, Management

Employer: ExxonMobil

Job Details:

About us

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.
What role you will play in our team
Responsible for stewardship of Escalations, Quality, Trainings and projects and facilitate the operational activities within team and broader Managed Service Provider
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 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
Skills and Qualifications 

Minimum Bachelor’s degree in IT or business customer service background with 60% & above or equivalent CGPA
Minimum 7 years of IT related experience in Customer Service (Service Desk or Help Desk) background
Minimum 4 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

   Preferred Qualifications/ Experience

Quality & Training management (Preferred Lean Six Sigma – Green Belt)
Escalation Management
Incident/Outage Management
Customer Experience Enhancement
Excellent English communication
Analytical Thinking

Your benefits
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: 

Competitive compensation 
Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits 
Retirement benefits 
Global networking & cross-functional opportunities
Annual vacations & holidays
Day care assistance program
Training and development program
Tuition assistance program
Workplace flexibility policy
Relocation program
Transportation facility

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. 
Stay connected with us

Learn more about ExxonMobil in India, visit ExxonMobil India and Energy Factor India.
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EEO Statement
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.
Business solicitation and recruiting scams
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.

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. 

Exxon Mobil Corporation has numerous affiliates, many with names that include ExxonMobil, Exxon, Esso and Mobil. For convenience and simplicity, those terms and terms like corporation, company, our, we and its are sometimes used as abbreviated references to specific affiliates or affiliate groups. Abbreviated references describing global or regional operational organizations and global or regional business lines are also sometimes used for convenience and simplicity. Similarly, ExxonMobil has business relationships with thousands of customers, suppliers, governments, and others. For convenience and simplicity, words like venture, joint venture, partnership, co-venturer, and partner are used to indicate business relationships involving common activities and interests, and those words may not indicate precise legal relationships.

Visit https://jobs.exxonmobil.com/ to submit application

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