Associate Consutlant - KDNI at KPMG India

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Time Management, Attention To Detail, Troubleshooting, Documentation, ServiceNow, Jira, Stakeholder Management, Cross-cultural Communication, Issue Tracking, Problem-Solving, Flexibility, Accountability, Initiative, Communication

Industry

Business Consulting and Services

Description

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 SLAs, primarily by monitoring queues and following standard operating procedures. Additionally, the associate must provide 24/7 global application support, responding to queries, performing initial diagnosis, and maintaining shift continuity.