Solution Consulting Manager (Travel Domain)
Your Role
- You will consult with sales and client management teams to determine servicing platforms that align with clients’ program goals and objectives, and lead technical product presentations and discussions.
- The ideal candidate will have a strong background in travel, managing global clients, working with multiple teams and most importantly driving results.
- They must also have excellent presentation skills and have the ability to explain complex information to an audience.
- We are open minded to the background of the candidate (sales, account management, technology, etc) as long as they have excellent technology skills (within IT or travel) and can manage senior level stakeholders.
- Extensive technical knowledge and experience, technical competence and experience with IT service management tools.
Your Profile
- Part of a dedicated team focusing on customer requirements.
- Demos and Reviews of Proprietary and 3rd Party Technology solutions for new customers.
- Prepare for large or small scale software and service deployments.
- New and existing customer service and products evaluation, design, and documentation into Statement of Work/Contracting process.
- Winning and retaining travel business by leveraging sales, servicing, technology, travel, and consulting expertise.
- Building strong internal relationships, networking within the business to build your brand.
- Learning and developing knowledge of all internal servicing platforms, travel products, sharing expertise with teams.
- Lead client presentations and discussions, product demonstrations, proof of concepts, and technical proposals to demonstrate value to clients.
What you’ll love about working here
You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders. You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
ADMINISTRATOR L2(CONTRACT)
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
ADMINISTRATOR L2(CONTRACT)
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
ML with Typescript
Role Purpose
The purpose of this role is to interpret data and turn into information (reports, dashboards, interactive visualizations etc) which can offer ways to improve a business, thus affecting business decisions
Dos
1. Managing the technical scope of the project in line with the requirements at all stages
a. Gather information from various sources (data warehouses, database, data integration and modelling) and interpret patterns and trends
b. Develop record management process and policies
c. Build and maintain relationships at all levels within the client base and understand their requirements.
d. Providing sales data, proposals, data insights and account reviews to the client base
e. Identify areas to increase efficiency and automation of processes
f. Set up and maintain automated data processes
g. Identify, evaluate and implement external services and tools to support data validation and cleansing.
h. Produce and track key performance indicators
2. Analyze the data sets and provide adequate information
a. Liaise with internal and external clients to fully understand data content
b. Design and carry out surveys and analyze survey data as per the customer requirement
c. Analyze and interpret complex data sets relating to customer’s business and prepare reports for internal and external audiences using business analytics reporting tools
d. Create data dashboards, graphs and visualization to showcase business performance and also provide sector and competitor benchmarking
e. Mine and analyze large datasets, draw valid inferences and present them successfully to management using a reporting tool
f. Develop predictive models and share insights with the clients as per their requirement
Deilver
| No. | Performance Parameter | Measure |
| 1. | Analyses data sets and provide relevant information to the client | No. Of automation done, On-Time Delivery, CSAT score, Zero customer escalation, data accuracy |
LEAD ADMINISTRATOR L1
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
ADMINISTRATOR L0(CONTRACT)
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
-
Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Deliver
| No | Performance Parameter | Measure |
| 1 | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
Senior Corporate Counsel
Role: In-House Corporate Counsel
Job Location : Sarjapur, Bengaluru
Experience : 7-12 years
The candidate will be expected to provide support with drafting, reviewing and negotiating all strategic partner engagements and advise business teams on various aspects relating the partner Ecosystem. The position requires regular communications with key business stakeholders, sharp business acumen, excellent contract drafting skills and the ability to negotiate effectively with opposing counsel, while successfully protecting the interests of the company. The attorney will be part of a dynamic, collegial and growing practice group within the corporate legal department.
Desired work experience:
- Experience in drafting, reviewing and negotiating software license agreements, IT services contracts (e.g., Cloud and hosting agreements), IT infrastructure contracts, IP licenses, online advertisement/marketing agreements, ISDA contracts, construction contracts, property related documents, treasury contracts, structured finance documents, hardware purchase and leasing agreements, staffing contracts, IT development agreements, collaboration agreements, non-disclosure agreements, bank guarantees etc.
- Understanding of software license compliance issues, including open source software and experience on SAAS, IAAS, PAAS, etc. related copyright issues will be preferred.
- Knowledge of legal and compliance issues, such as data protection issues, relating to cross-border transactions
- Exposure to contract disputes, including dispute resolution and/or litigation (preferred)
- Requires working with senior leadership and advising them.
- Required to collaborate with other teams supporting customer engagements, undertake trainings for other legal teams. Create template and playbook creation.
Qualification and Experience
- Must be a LLB graduate (fulltime)
- 7-12 years of Contract drafting experience (at least 5+ years in-house)
- Excellent oral and written communications skills.
Senior Analyst
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
-
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
-
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
-
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Senior Corporate Counsel
Role: In-House Corporate Counsel
Job Location : Sarjapur, Bengaluru
Experience : 7-12 years
The candidate will be expected to provide support with drafting, reviewing and negotiating all strategic partner engagements and advise business teams on various aspects relating the partner Ecosystem. The position requires regular communications with key business stakeholders, sharp business acumen, excellent contract drafting skills and the ability to negotiate effectively with opposing counsel, while successfully protecting the interests of the company. The attorney will be part of a dynamic, collegial and growing practice group within the corporate legal department.
Desired work experience:
- Experience in drafting, reviewing and negotiating software license agreements, IT services contracts (e.g., Cloud and hosting agreements), IT infrastructure contracts, IP licenses, online advertisement/marketing agreements, ISDA contracts, construction contracts, property related documents, treasury contracts, structured finance documents, hardware purchase and leasing agreements, staffing contracts, IT development agreements, collaboration agreements, non-disclosure agreements, bank guarantees etc.
- Understanding of software license compliance issues, including open source software and experience on SAAS, IAAS, PAAS, etc. related copyright issues will be preferred.
- Knowledge of legal and compliance issues, such as data protection issues, relating to cross-border transactions
- Exposure to contract disputes, including dispute resolution and/or litigation (preferred)
- Requires working with senior leadership and advising them.
- Required to collaborate with other teams supporting customer engagements, undertake trainings for other legal teams. Create template and playbook creation.
Qualification and Experience
- Must be a LLB graduate (fulltime)
- 7-12 years of Contract drafting experience (at least 5+ years in-house)
- Excellent oral and written communications skills.
DEVELOPER L2
Role Purpose
The purpose of this role is to perform coding and unit testing as per the defined standards while coordinating with internal teams to ensure outputs align with client requirements.
Areas of responsibility
Gathering of requirements-Assist in creating documentation of client requirements.
Coding and Configuration-“Perform coding and configuration activities in adherence to the standards of quality and delivery SLA. “
Testing and Trial Runs-“Perform unit testing, identify and report issues and assist in User Acceptance Testing (UAT).”
Maintain Documentation-Maintain project documentation, update knowledge repositories, and contribute to standard operating procedures.
Stakeholder Collaboration-“Work with different teams to understand project needs, assist in development tasks and ensure
alignment of output with client requirements.”