SO_AA_Platform_Administrator

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Roles & Responsibilities:

- Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

- Validates technical information, sets fair expectations, and disseminates information as needed

- Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)

- Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues

- Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations

- Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues

- Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request/incident case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status

- As a 24 x 5 x 365 organization, MUST BE willing to work in shifts

- Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)

- Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills

Educational qualification: