SEDI Support Lead

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  Location

  (INDIA) and Bangalore

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  Job Reference

  17516

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  Functional Area/Experience

  Business, Accounting & Finance / 1 Year

Job Description & Qualifications

Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

Responsibilities

• Analyzes sales data and compiles information for reports (e.g., pipeline forecasting, quality assurance); identifies trends and makes observations.
• Manages day-to-day post-sales order management (e.g., credits, returns) and resolution of customer issues (e.g., specialized product builds, performance reports, data analysis); handles multiple moderately complex customer accounts.
• May mentor non-exempt level team members on day-to-day activities.
• Manages open order (backlog) report issues resolution and reaches out to supply chain or factory to determine source of delay; communicates status and escalates issues as necessary.
• Resolves order management issues for all product lines using specialized subject matter knowledge and analysis; serves as a subject matter expert to other departments (e.g., testing new systems to ensure order management system works correctly).

Education And Experience Required

• First level university degree with recommended focus in business or finance.
• Typically 1-2 years of experience in a related field.

About HP

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!

Job Skills/Competencies Required

• Supporting the implementation of the RPA solution into a production environment.
• Supports complex-level transactional processes for specialized job assignments with minimal supervision.
• Monitors the execution of process-oriented tasks of lower-level contributors.
• Provides troubleshooting and problem-solving support of basic- to complex-level problems.
• Ensure incidents are being attended to within the agreed SLA.
• Monitor the ticketing tool and ensure the appropriate distribution of tickets to relevant groups.
• Ensure issues that cannot be resolved by support operations are routed to deep support in a timely manner.
• Monitor the performance of automation solutions to determine productivity levels, and to make recommendations for improving the overall effectiveness.
• Work with vendors, partners, and service providers on issue resolutions.
• Trend analysis of incidents and handling escalations
• Monitor all support operations tools as required for sustaining and providing continued business continuity to operations.
• Perform move- to-production activities.
• Guide and monitor support agents on a day to support tasks.
• Provide any technical coaching or mentoring as required by the team members.
• Good communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.
• Intermediate knowledge of internal processes and policies.
• Developed understanding of local legal compliance issues.