3,380 Operational Support jobs in India

Sandvik Mining and Rock Solutions

Sandvik Mining and Rock Solutions (SMR) is a global leading supplier of equipment and tools, parts, services, digital solutions and sustainability-driving technologies for the mining and infrastructure industries. One of our key success factors are our 17,000 dedicated employees – the ones who brought us to the market-leading position we hold today, and the ambassadors of our brand and culture. To continue attracting, engaging, and developing top talents in a relevant way for our business, we’re now making a move towards an even more employee-centric, digital and agile approach.

At Parts and Services Sandvik, our focus is on delivering tailored aftermarket solutions that are specifically designed and engineered to meet the unique needs of our customers worldwide. Our comprehensive offerings encompass a wide range of products, including parts, digital solutions, services, and maintenance support. What sets us apart is our global presence and OEM advantage, enabling us to provide unmatched value to our customers. With our deep understanding of Sandvik's equipment and industry expertise, we leverage the collective knowledge of skilled individuals and integrate streamlined processes and systems. We do whatever it takes to ensure equipment runs and operates at its full potential.

About the role
As a Service Operational Support Manager , you will play a pivotal role in driving operational excellence across our service organizations within India, China and South East Asia. You will be part of the Parts & Services Service Operations Management team and will report directly to the VP Service Operations.

 Your mission is to ensure our service operations are efficient, cost-effective, and exceed customer expectations. You will

Your Profile
We are looking for a results-driven and experienced leader with a strong background in service operations and heavy engineering. The ideal candidate will have:

Location 

Preference is for the successful candidate to be based in Singapore however we are flexible on location.

We offer you an interesting role in an international business environment as well as opportunities for your professional development. At Sandvik, we believe that diversity of experience, perspective and background will lead to a better environment for our employees, our business and, thereby, our customers.

As we operate in an international setting, you need to be fluent in English, both verbally and in writing.

Administrative Support
• Calendar Management: Organize and maintain the Project Lead’s schedule, including appointments, meetings, and follow-ups.
• Meeting Coordination: Schedule, organize, and manage Steering Committee and project team meetings, ensuring all necessary pre-meeting documents are shared in advance.
• Travel Arrangements: Handle travel logistics, including booking flights, accommodations, and managing travel expense reports for the Project Lead or team members.
• Document Preparation: Assist in drafting, editing, and finalizing correspondence, presentations, and reports.

Communication Management
• Central Liaison: Serve as the primary point of contact for communication between the Steering Committee and project teams.
• Updates and Reporting: Draft and share regular updates, summaries, and communications to stakeholders.
• Information Flow: Ensure accurate and timely dissemination of information across all relevant parties.

Operational Support
• Documentation Management: Maintain organized records of all project-related documents, including meeting minutes, action plans, and reports.
• Task Coordination: Track progress on action items and follow up with team members to ensure deadlines are met.
• Logistics: Organize and manage logistics for workshops, training sessions, and events.

Monitoring and Reporting
• Project Tracking: Maintain project timelines, deliverables, and milestones, ensuring alignment with agreed schedules.
• Report Preparation: Gather data and draft monthly/quarterly progress reports for review and submission.
• Issue Escalation: Identify and escalate any risks or issues to the Project Lead or Steering Committee for timely resolution.

Confidentiality and Professionalism
• Data Handling: Handle sensitive and confidential information with discretion and professionalism.
• Stakeholder Engagement: Act as a professional representative of the project team in all communications and interactions.

The requirements

Qualification:
Bachelor’s degree in business administration, Project Management, or a related field.

Experience:
3–5 years of experience in executive support roles, preferably within a global or cross-cultural context.

Skills:
• Exceptional organizational and multitasking abilities.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite and project management tools.
• Ability to work in high-pressure environments and meet tight deadlines.
• High level of discretion and confidentiality.

Other:

Sector

General Development

We are seeking a Technical Support professional to join our team in India. This position is ideal for freshers/entry-level candidates who are eager to start their career in IT support. The role involves assisting customers with technical issues, ensuring high levels of customer satisfaction, and contributing to the improvement of support processes.

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve technical issues related to software and hardware.
• Document and track customer interactions in the support ticketing system.
• Collaborate with other team members to improve support processes and customer satisfaction.
• Assist in the development of user manuals and technical documentation.

• Strong understanding of computer hardware and software systems.
• Excellent problem-solving skills and attention to detail.
• Good communication skills, both verbal and written.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Familiarity with operating systems such as Windows, MacOS, and Linux.
• Basic knowledge of networking concepts and troubleshooting techniques.

• Troubleshooting : Provide technical assistance to customers by diagnosing, troubleshooting, and resolving technical issues related to software, hardware, or network systems.
• Issue Resolution : Address and resolve customer technical issues efficiently, escalating complex issues to higher-level support teams if necessary.
• Product Support : Assist customers with the installation, configuration, and maintenance of products or services, including setting up software and hardware.
• Documentation & Reporting : Maintain clear, accurate, and detailed records of technical issues, solutions, and customer interactions in the company's ticketing system.
• Customer Communication : Communicate effectively with customers via phone, email, or chat to gather relevant details about technical problems and provide clear instructions or solutions.
• System Testing & Diagnostics : Test and diagnose hardware and software systems to identify potential problems before they affect customers.
• Escalation Management : Escalate unresolved or complex issues to senior technical support teams, ensuring proper follow-up until resolution.
• Knowledge Base Updates : Contribute to the company's knowledge base by documenting common issues and solutions to assist future troubleshooting efforts.
• Product Updates : Keep up-to-date with new product features, system upgrades, and patches to provide accurate advice and troubleshooting steps to customers.
• Training & Education : Provide technical training to end-users on the usage, maintenance, and troubleshooting of company products and services.
• Remote Support : Offer remote troubleshooting and support via remote access tools to resolve customer issues efficiently.
• Customer Feedback : Gather and report customer feedback to improve products, services, and the overall technical support experience.

• Technical Proficiency : Strong understanding of the company's products and services, with experience in troubleshooting technical issues related to hardware, software, or network systems.
• Problem-Solving : Ability to diagnose and resolve technical issues quickly and effectively, with a focus on customer satisfaction.
• Communication Skills : Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a simple and clear manner.
• Attention to Detail : Ability to accurately record and document technical issues, resolutions, and customer interactions.
• Patience & Empathy : A calm and empathetic approach when dealing with frustrated or non-technical customers, ensuring positive customer experiences.
• Multitasking : Ability to manage multiple support tickets simultaneously while prioritizing based on urgency and impact.
• Technical Tools : Experience with ticketing systems (e.g., Zendesk, Freshdesk), remote desktop software, and other IT support tools.
• Time Management : Ability to manage time effectively to meet customer needs within designated timeframes or service level agreements (SLAs).
• Team Collaboration : Ability to work collaboratively with cross-functional teams, such as engineering or product management, to address recurring issues and improve product functionality.
• Adaptability : Ability to quickly learn new technologies, software, or systems, and stay updated on changes in the technical landscape.

Responsibilities:

▪ Identifying hardware and software solutions.

▪ Troubleshooting technical issues.

▪ Diagnosing and repairing faults.

▪ Resolving network issues.

▪ Installing and configuring hardware and software.

▪ Speaking to customers to quickly get to the root of their problem.

▪ Providing timely and accurate customer feedback.

▪ Talking customers through a series of actions to resolve a problem.

▪ Following up with clients to ensure the problem is resolved.

▪ Replacing or repairing the necessary parts.

▪ Supporting the roll-out of new applications.

▪ Providing support in the form of procedural documentation.

▪ Managing multiple cases at one time.

▪ Testing and evaluating new technologies.

▪ Conducting electrical safety checks on equipment.

Technical Support Requirements:

▪ Degree in Computer Science or Information Technology.

▪ Certification in Microsoft, Linux, or Cisco is advantageous.

▪ Prior experience in tech support, desktop support, or a similar role.

▪ Proficiency in Windows/Linux/Mac OS.

▪ Experience with remote desktop applications and help desk software.

▪ Attention to detail and good problem-solving skills.

▪ Excellent interpersonal skills.

▪ Good written and verbal communication.

We are seeking a motivated Technical Support professional to join our team in India. The ideal candidate will have experience in providing exceptional technical assistance to customers, ensuring that their issues are resolved efficiently and effectively.

• Provide technical support to clients via phone, email, and chat.
• Diagnose and resolve technical issues related to software and hardware.
• Assist customers with product installation, configuration, and troubleshooting.
• Maintain detailed records of support requests and resolutions in the ticketing system.
• Collaborate with other team members to improve support processes and knowledge base.
• Educate customers on best practices and product usage.

• 1-3 years of experience in a technical support role or related field.
• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency in troubleshooting Windows and Mac operating systems.
• Experience with remote desktop applications and help desk software.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Customer-focused mindset with a passion for problem-solving.

Contact: Mail: (HIDDEN TEXT)

• Resolving problems on the product s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
• Will be required to be on-call once assigned on necessary weekends and holidays
• Ensure all customer issues are resolved within the agreed service level agreements.
• Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an efficient manner
• Ensure customers are updated regularly and frequently with progress using the support team s ticketing system.
• Work with Engineering and cross-functional teams to identify impact and help prioritize
• Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
• Execute the Incident Management procedures in the event of a serious live service incident with customers.
• 2+ years of relevant experience in a customer focused position involving technical knowledge of a companies products and services.
• Bachelor s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
• Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
• High work ethic and organizational skills with the ability to self-manage time and deliverables.
• Able to work on rotating shifts that cover weekends and holidays as required.