Lead Specialist - TSC
BengaluruFull-timeHybrid8–12 yrsPosted 1 week ago
Leadership customer support role at 7-Eleven Global Solution Center in Bengaluru. Needs 8–12 years. Hybrid.
About the role
When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end-to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually.
What you'll do
- Serve as the primary technical lead and subject matter expert (SME) for TSC and EMS operations
- Provide advanced technical support and guidance for complex incidents affecting stores, business users, enterprise applications, and infrastructure services
- Act as the highest technical escalation point before engaging engineering or resolver groups
- Lead technical troubleshooting efforts for critical incidents, ensuring rapid diagnosis, containment, and resolution
- Coordinate major incident bridge calls and facilitate collaboration among support, infrastructure, application, and vendor teams
What you need
- Customer service
- Root cause analysis
- ITIL
- POS
- Escalation handling
- JIRA
Good to have
- Performance management
- ServiceNow
- Splunk
- SOP writing
- Network security
- Preventive maintenance