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Analyst - Digital Gateway Support at KPMG India

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

0.0

Posted On

22 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Time Management, Troubleshooting, ServiceNow, Jira, Stakeholder Management, Cross-cultural Communication, MS Office, SharePoint, Analytical Skills, Written Communication, Problem-solving, Documentation

Industry

Business Consulting and Services

Description

Quality & Timely Delivery * Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). * Key Activities: * Monitor ticket queues and prioritize based on urgency and impact. * Follow standard operating procedures (SOPs) for resolution. * Escalate issues when necessary to Level 2/3 teams. * Skills Needed: * Time management * Attention to detail * Basic troubleshooting and documentation 2. Global Application Support (24/7 Window) * Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. * Key Activities: * Respond to user queries via email, chat, or ticketing systems. * Perform initial diagnosis and provide solutions or workarounds. * Maintain shift handover logs and ensure continuity. * Skills Needed: * Familiarity with global support tools (e.g., ServiceNow, Jira) * Basic understanding of supported applications * Clear communication across time zones 3. Coordination Across Teams * Responsibility: Act as a bridge between local and international teams to resolve user issues effectively. * Key Activities: * Collaborate with infrastructure, application, and business teams. * Track progress of escalated issues and ensure closure. * Document resolutions and share knowledge across teams. * Skills Needed: * Stakeholder management * Cross-cultural communication * Issue tracking and follow-up 4. Team Player & Individual Contributor * Responsibility: Adapt to business needs by working independently or collaboratively. * Key Activities: * Participate in team meetings, knowledge sharing, and training. * Take ownership of assigned tasks and deliver without supervision. * Support peers during high-volume periods or outages.

Responsibilities

Provide 24/7 global application support by resolving user incidents within SLAs and monitoring ticket queues. Act as a coordinator between local and international teams to ensure effective issue resolution and knowledge sharing.