Associate Consultant- Digital Gateway at KPMG India

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Time Management, Attention To Detail, Troubleshooting, Documentation, ServiceNow, Jira, Communication, Stakeholder Management, Cross-Cultural Communication, Issue Tracking, Flexibility, Accountability, Problem-Solving, Analytical Skills, MS Office Tools, SharePoint

Industry

Business Consulting and Services

Description

Roles & Responsibilities : 1. 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

The role involves ensuring the quality and timely delivery of support by efficiently handling user requests and incidents within Service Level Agreements, while providing round-the-clock global application support across different time zones. Responsibilities also include acting as a coordination bridge between local and international teams to effectively resolve user issues.