System Analyst - Retail Operations Consultant Job in Exxonmobil

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