1 - 5 Years

Technical Trainer – Wired and Wireless

Role: Technical Trainer
Location: Chennai, Ambit
Experience: 4 – 7 years
No of Positions: 2

 

Job Description:

  • Strong training skills in Wired & wireless technologies.

 

Primary Skills:

  • OSI layers – detailed understanding of each layer’s function and relevant protocols that
    operates at each level
  • TCP/IP – thorough understanding and clear explanation about windowing/handshake
    mechanism
  • MAC header structure and use of each field
  • IP header structure and use of each field
  • ARP – how ARP works in a Layer 2 and Layer 3 communication
  • Mac address table fields and how a switch uses MAC table for switching decisions
  • ARP table and how a switch uses ARP table
  • Routing Table fields and how a Router uses routing table for routing decisions
  • DHCP protocol messages (clear understanding of DORA process)
  • DHCP operation in layer 2 and layer 3 scenarios (server & client in same VLAN or different VLAN)
  • Thorough understanding of Broadcast domain and Collision Domain
  • Thorough understanding of Unicast, Multicast and Broadcast traffic
  • Thorough understanding of Subnetting, Vlan, VTP, 802.1q, STP, Linkage
  • Thorough understanding of RIP (version 1 and 2) and OSPF (link states, LSA types, area types, router types, neighbor communication)
  • Difference between Routing and Routed protocols
  • Good troubleshooting approach (from Level 1 to 7 of OSI)

Duty Manager – Escalation Management

Role: Duty Manager
Location: Chennai, Ambit
Experience: 10 + yrs
No of Positions: 4

 

Escalation Management deals with Incident/Problem management systems for Enterprise customers in IT infrastructure. It is managed by a set of people who carries out the entire documented process for Escalation Management. This requires one to associate their work with Technical Assistance Centre (TAC) who works together with the Escalation Resources & Accounts/Sales Team.

The escalation management team deals with structuring and bringing in the management’s attention to a major incident or a problem, which has escalated beyond its limits. They work in a team and their main responsibility is to provide assistance to the TAC Engineer by prioritizing and reassigning resources during Critical Business Impacting Incidents.

They analyze the current scenario of a customer, locate, and highlight certain issues which require an immediate response, and allows the organization to track that critical problem, monitor it appropriately, and manage the escalating situation.

 

The key responsibilities:

  • Identifying, analyzing, and initiating the escalation process for TAC based on the escalation request.
  • Define and execute tactical and strategic plans towards de-escalating the situation involving appropriate stakeholders
  • Work with Customer, TAC, Sales/Accounts Team and Engineering / Product Management teams to understand reported escalation and jointly develop a solution that is agreeable for the customer.
  • Serve as leaders and point of contact for escalated contact resolution for complex problems
  • Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for the escalation process if required, and developing a detailed technical plan accordingly.
  • Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
  • Periodic updates to the Stakeholders about the escalation, reviewing the root cause of escalation, and maintaining compliance as per the defined SLA based on the Support Contract
  • Assuring the team’s availability 24×7 with proper handover before closing the escalation successfully, and ensuring customer satisfaction.
  • Ownership of assigned Time zone to ensure Escalations are kept under check.
  • TAC Case/Backlog Management to ensure timely case progress/resolution ensuring customer satisfaction.

The main responsibility of a Duty/Escalation Manager is to bring order, structure, and focused management attention to the customer’s problems in order to gain complete consumer satisfaction. The need for creating an escalation process is triggered by the organization when the customer complains about the urgency of resolution or when the organization perceives the loss of the consumer base due to emergency situations.

 

Required Skills and Expertise Knowledge
The educational qualification requirement is not the basic criteria for obtaining a post in escalation management, though one has to be a minimum graduate in any relevant field for applying for this post.

Escalation management is based on task accomplishment in a critical business impacting the situation, hence one has to show competitive skills for carrying out the task effectively within the scheduled time. Consumer Satisfaction is the key element of an escalation management program, hence one has to carry out all the tasks assigned effectively.

 

The key skill requirements for escalation management are mentioned below:

  • Analyze and Evaluate the Incident
  • Problem/Incident Solving Ability
  • Effective Communication Skills
  • End to End Customer Co-Ordination & Ownership
  • Meeting service level agreements
  • Collaboration across key Stakeholders/Product Groups/Teams.
  • Data Analytical Skills
    • Presentation & Reporting Skills (MS Excel & PowerPoint Etc)
  • Technical Skills – Networking Concepts, Wired & Wireless (Added Advantage)

Apart from this, one also has to demonstrate certain skills which are gained by experiences.

 

Organizations prefer an experienced manager who is:

  • Capable of handling Enterprise Customer Escalation/Account Management.
  • Has a proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment.
  • Willingness to work across Time zones/Shifts based on the business requirements.

Manager – Demand Generation

Position: Manager – Demand Generation

Location: Bengaluru

Experience: 4-5 years (MBA in Marketing/IT is a must)

 

Job Responsibilities:

  • This person should be smart at innovative ways to generate top-funnel demand and pipeline using a variety of channels viz. Events, lead gen agencies, digital marketing, website, inbound channels, outbound campaigns, rainmakers, referrals, network marketing, cold calling, consultants, and so on.
  • Develop highly effective US and EU focused inbound and outbound demand generation programs across all channels and key market verticals, successfully taking programs from concept to execution
  • Own and develop appropriate messaging for multiple campaigns
  • Establish and communicate real-time measurement and management of the lead pipeline to help maintain a high conversion rate.
  • Work closely with Inside Sales teams to align their efforts, incentives, and pitches to overall organizational demand generation initiatives
  • This strategic position will lead the CSS’s integrated marketing campaign delivery from creation to execution to tracking and measuring success
  • Track ROI of programs and optimize operations

 

The Profile:

  • The person needs to be extremely street smart
  • Exceptional team player with strong communication and interpersonal skills
  • Experience in the range of 4-5 years
  • A full-time MBA in Marketing/IT is a must

GIS Solutions Specialist

Role: GIS Solutions Specialist

Experience: 5 – 10 Years experience in Geospatial Technologies

Location: USA (Remote Until Notified) – Apply If you are from USA only

 

Role Description 

We are looking for a GIS solutions specialist to help craft industry-leading solutions across geospatial service offerings to solve customer problems and simplify the consumption of services across multiple industry verticals. The ideal candidate will be an excellent communicator, collaborative, customer-focused, comfortable presenting in meetings, and enthusiastic about working with clients, sales professionals and other team members to deliver best-in-class solutions. Creative problem solving, understanding of industry best practices and GIS domain knowledge on technology and services are essential to succeed in this role.

Our rapidly growing Geospatial team is leading the industry in innovation and imaginative solutions. We offer employees access to the best data, technology, training and mentorship in the business. Our culture is fast-paced, supportive and one where the right individual can thrive and grow exponentially.

 

Job Description 

  • Utilizes GIS desktop and online products, modeling, and complex geospatial workflows to create highly customized solutions (primarily for navigation & HD Mapping clients)
  • Informs and educates GIS personnel about new capabilities, techniques, templates, and products are being properly and consistently applied across all regions
  • Prior experience in responding to RFIs/RFPs through providing relevant technical solutions and highlighting CSS Corp’s core expertise/domain interests is preferred
  • Creates, collaborates and manages all aspects of creating a solution (Ex: map creation for project fulfillment) along with our sales professionals and their clients.
  • Recommends, collaborates, and implements changes to internal processes by working with stakeholders to improve the delivery of GIS and related content to our internal and external audiences.
  • Serves as a champion of the Geospatial platform and educates end-user groups on the capabilities of Geospatial services. Solicits feedback from clients and relays information to stakeholders to provide an excellent customer service experience
  • Makes recommendations to Geospatial leaders with ideas and improvements to current and new services.
  • Exposure in participating in industry-led events, conducting workshops with clients in collaboration with the sales team, proactively identifying customer’s key challenges and articulating industry-specific solutions
  • Familiar with bid management process and has working knowledge on bidding models

 

Desired Skills

  • 5 to 10 years of related work experience in Geospatial Technologies
  • Priority given to candidates with direct experience in working in the Navigation domain with solution specialist experience
  • Geographic Information Systems Professional (GISP) or related certifications would be an advantage
  • Understanding of GIS data management technologies, enterprise-level GIS platforms, geospatial applications development, integrated geospatial solutions
  • Experience in implementing best practices solution methodologies and techniques

 

Manager – Strategic Marketing

Designation: Manager – Strategic Marketing
Location: Bengaluru
Experience: 4 – 5 Years

 

Job Responsibilities:

  • Develop a deep understanding of CSS Corp’s services and solutions to build and execute their Go-to-Market (GTM) strategy and execution plan
  • Market, customer, and competitive analysis — Become the expert on the customer, the industry trends, and the players in the market; funnel these insights into services/ solutions roadmaps
  • Develop the core messaging, positioning, and market differentiators for the services/ solutions by converting technical or operational features into simple, customer-specific outcomes
  • Create impactful external-facing presentations, sales pitches, service/ solution decks that strongly and clearly articulate our message
  • Convert open-ended/ multi-dimensional ideas into clear narratives, solutions, or flows on slides
  • Enable branding and content team in creating compelling marketing and sales enablement content assets (brochures, fact sheets, case studies, videos, web pages, blogs, PR)
  • Support demand generation team on 360-degree integrated marketing campaigns
  • Collaborate and align expectations with other internal teams (SMEs, innovation team, sales, delivery) to power up the marketing and growth campaigns

The Profile:

  • Strategic thinker with strong solution skills
  • Experience in the range of 4-5 years
  • A full-time MBA is a must
  • Knowledge of customer service and IT services industry
  • Knowledge of key technology and digital transformation trends
  • Good market research and analysis skills
  • Strong communication – written, verbal, and presentation skills, with an eye for quality and attention to detail
  • High EQ to manage multiple senior stakeholders
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