Industrial Operations Engineer
Job Description
This role involves the development and application of engineering practice and knowledge in designing, managing and improving the processes for Industrial operations, including procurement, supply chain and facilities engineering and maintenance of the facilities. Project and change management of industrial transformations are also included in this role.
Job Description – Grade Specific
Focus on Industrial Operations Engineering. Develops competency in own area of expertise. Shares expertise and provides guidance and support to others. Interprets clients needs. Completes own role independently or with minimum supervision. Identifies problems and relevant issues in straight forward situations and generates solutions. Contributes in teamwork and interacts with customers.
Senior Software Engineer
Job Description
Job Description – Grade Specific
Is fully competent in its own area and has a deep understanding of related programming concepts software design and software development principles. Works autonomously with minimal supervision. Able to act as a key contributor in a complex environment, lead the activities of a team for software design and software development. Acts proactively to understand internalorexternal client needs and offers advice even when not asked. Able to assess and adapt to project issues, formulate innovative solutions, work under pressure and drive team to succeed against its technical and commercial goals. Aware of profitability needs and may manage costs for specific projectorwork area. Explains difficult concepts to a variety of audiences to ensure meaning is understood. Motivates other team members and creates informal networks with key contacts outside own area.
Senior Software Engineer
Job Description
Job Description – Grade Specific
Is fully competent in its own area and has a deep understanding of related programming concepts software design and software development principles. Works autonomously with minimal supervision. Able to act as a key contributor in a complex environment, lead the activities of a team for software design and software development. Acts proactively to understand internalorexternal client needs and offers advice even when not asked. Able to assess and adapt to project issues, formulate innovative solutions, work under pressure and drive team to succeed against its technical and commercial goals. Aware of profitability needs and may manage costs for specific projectorwork area. Explains difficult concepts to a variety of audiences to ensure meaning is understood. Motivates other team members and creates informal networks with key contacts outside own area.
Business Advisor
Job Description
Business Advisors shape the vision with the client, understand the needs of the users/stakeholders, carry out an elicitation of processes, data and capabilities and derive the target processes and the business requirements for the current and future solution.
Job Description – Grade Specific
Conducts appropriate meetingsorworkshops to elicitorunderstand and document the business requirements using their domain expertise. In addition, may also produce process and data models of the current andoror future state.
Cloud Security
Your Role
As a Cloud Security Consultant / Lead / Architect at Capgemini, you will be responsible for strengthening cloud security posture across Azure and AWS environments by leveraging CNAPP technologies and cloud security best practices. You will work closely with SOC teams, cloud analysts, and customer stakeholders to ensure secure, compliant, and resilient cloud operations.
- Manage, configure, and continuously enhance security policies and controls across Azure and AWS cloud assets.
- Optimize and maintain Microsoft CNAPP, CSPM, CWPP, and CASB solutions in alignment with customer ISMS and compliance requirements.
- Provide technical leadership for cloud security monitoring, threat detection, alert analysis, remediation planning, and incident response activities.
- Integrate cloud security platforms with SOC tools and collaborate with cross-functional teams to improve visibility, governance, and response capabilities.
- Prepare security dashboards, audit documentation, weekly/monthly reports, and recommend best practices for securing cloud-native applications and workloads.
Your Profile
- Hands-on experience in Azure and/or AWS Cloud Security with a strong understanding of cloud-native security controls and architectures.
- Expertise in Microsoft CNAPP, CSPM (Cloud Security Posture Management), CWPP (Cloud Workload Protection Platform), and CASB (Cloud Access Security Broker) technologies.
- Strong knowledge of cloud security frameworks, compliance standards, risk management, and Information Security Management Systems (ISMS).
- Experience integrating cloud security solutions with SOC tools, SIEM platforms, and security operations processes.
- Strong analytical, reporting, documentation, and stakeholder management skills, with proficiency in Microsoft Office 365 tools (Excel, Word, PowerPoint).
ACCOUNT QUALITY MANAGER L1
Role:
The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.
Do:
- Implement deployment quality strategy for the assigned Accounts
- Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
- Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
- Quality control and Customer satisfaction
- Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
- Ensure completion of survey and address any queries in a timely manner.
- Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
- Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
- Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
- Support the Account Leadership teams for tracking and managing client escalation for closure.
- Early Warnings and Business partnership
- Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
- Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
- Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
- Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
- Continuous Improvement
- Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
- Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
- Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
- Support the collection of metrics to show the improvements- efficiency / productivity improvement.
- Team Management
- Team Management
- Clearly define the expectations for the team
- Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Guide the team members in acquiring relevant knowledge and develop their professional competence
- Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the tea
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Team Management
| No. | Performance Parameter | Measure |
| 1. |
Quality Control and Customer satisfaction |
|
| 2. |
Capability Building |
|
| 3. |
Continuous Improvement |
|
| 4. |
Team Management |
|
| 5. |
Capability Building |
|
LEAD ADMINISTRATOR L2(CONTRACT)
Rate :- 100K/M
Location :- Bengaluru
rel exp :- 10+ years
Job Title: Service Delivery Manager – Global Service Desk
Role Overview
We are seeking a seasoned Service Delivery Manager with extensive experience in managing Global Service Desk and Remote Desktop operations. The ideal candidate will drive operational excellence, governance, automation, and customer satisfaction across a complex, multi-region support environment.
Key Responsibilities
- Operations Management
- Lead and manage Global Service Desk and Remote Desktop Support teams.
- Ensure seamless 24×7 service delivery with high performance and reliability.
- Drive standardisation and optimisation of support processes across regions.
- Service Governance & Reviews
- Own and deliver Weekly, Monthly, and Quarterly Service Reviews (WBR/MBR/QBR) with customers.
- Collaborate with Knowledge Management and Quality teams to strengthen operational governance.
- Present insights, trends, and continuous improvement initiatives to stakeholders.
- Performance & SLA Management
- Manage and improve key service metrics: SLA adherence, CPI, KPI, AHT, CSAT, abandonment rate, speed to answer (calls & chats).
- Identify performance gaps and drive corrective actions.
- Technology & Tools
- Hands-on experience with ServiceNow, Genesys CX3, and related service management tools.
- Leverage tools such as language translation solutions and AI-based platforms (e.g., Sanas.ai) to enhance user experience.
- Automation & Continuous Improvement
- Identify and implement automation opportunities to improve efficiency and reduce ticket volumes.
- Analyse top call drivers and execute initiatives to minimise repeat incidents (Top 10 call drivers reduction).
- Promote self-service and shift-left strategies.
- Customer & Stakeholder Management
- Act as the primary escalation point and build strong client relationships.
- Drive customer satisfaction and experience transformation initiatives.
- Transition & Transformation
- Lead and support service transitions including migration, stabilisation, and knowledge transfer.
- Ensure zero disruption during transitions and adherence to timelines.
Required Skills & Experience
- Proven experience managing Global Service Desk operations in an enterprise environment.
- Strong leadership experience managing distributed technical support teams.
- Deep understanding of ITSM frameworks (ITIL preferred).
- Expertise in handling service metrics, governance models, and customer reporting.
- Hands-on exposure to ServiceNow, Genesys, and AI-driven service tools.
- Demonstrated experience in automation, process optimisation, and ticket reduction strategies.
- Strong analytical, communication, and stakeholder management skills.
Preferred Attributes
- Experience in large-scale global transitions or transformation programmes.
- Data-driven mindset with focus on continuous improvement.
- Ability to operate in a fast-paced, multicultural environment.
Success Metrics
- Improved SLA and KPI adherence
- Reduction in ticket volumes and call drivers
- Enhanced CSAT and user experience
- Increased automation and operational efficiency
| Performance tuning and optimization | Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes. |
| Perform system Improvements | Collaborate with technical teams to review mitigation measures and proposed improvement actions. |
| Handling disaster recovery | Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions. |
| Reporting and stakeholder engagement | Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives. |
| Team Management | Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback. |
| Knowledge base and continuous learning | Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency. |
QUALITY ASSURANCE ANALYST L3
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
Do
- Conduct process quality audits as per plan
- Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
- For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
- Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
- Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
- Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
Deliver
| No. | Performance Parameter | Measure |
| 1. | Audit | Adherence to the calendar; audit targets Compliance % as per audit reports â zero misses |
| 2. | Process Compliance | Case targets â 2 hours/ week logged to be updated with the process |
SECURITY ARCHITECT L1
Role Purpose
The purpose of this role is to design the organisation’s computer and network security infrastructure and protect its systems and sensitive information from cyber threats
Do
1. Design and develop enterprise cyber security strategy and architecture
a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses
b. Identify risks associated with business processes, operations,
information security programs and technology projects
c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge
d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements
e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations
f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc.
g. Provide support during technical deployment, configuration, integration and administration of security technologies
h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc.
i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity
j. Provide solution of RFP’s received from clients and ensure overall design assurance
i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives
ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture
iii. Depending on the client’s need with particular standards and technology stacks create complete RFPs
iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
vii. Evaluate and recommend solutions to integrate with overall technology ecosystem
viii. Tracks industry and application trends and relates these to planning current and future IT needs
2. Stakeholder coordination & audit assistance
a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations
b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security
c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements
d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers
e. Provide training to employees on issues such as spam and unwanted or malicious emails
Deliver
| No | Performance Parameter | Measure |
| 1 | Customer centricity | Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. |
| 2 | Support sales team to create wins | % of proposals with Quality Index >7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led |
SECURITY ARCHITECT L1
Role Purpose
The purpose of this role is to design the organisation’s computer and network security infrastructure and protect its systems and sensitive information from cyber threats
Do
1. Design and develop enterprise cyber security strategy and architecture
a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses
b. Identify risks associated with business processes, operations,
information security programs and technology projects
c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge
d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements
e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations
f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc.
g. Provide support during technical deployment, configuration, integration and administration of security technologies
h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc.
i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity
j. Provide solution of RFP’s received from clients and ensure overall design assurance
i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives
ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture
iii. Depending on the client’s need with particular standards and technology stacks create complete RFPs
iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
vii. Evaluate and recommend solutions to integrate with overall technology ecosystem
viii. Tracks industry and application trends and relates these to planning current and future IT needs
2. Stakeholder coordination & audit assistance
a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations
b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security
c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements
d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers
e. Provide training to employees on issues such as spam and unwanted or malicious emails
Deliver
| No | Performance Parameter | Measure |
| 1 | Customer centricity | Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. |
| 2 | Support sales team to create wins | % of proposals with Quality Index >7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led |