Principal Consultant, PSG

Overview

The TIBCO Professional Services Group (PSG) is the most experienced TIBCO consulting organization in the world and its mission is to ensure our customers’ success. During the course of our services engagements, we work side-by-side with our customers and their designated partner in order to help establish customer self-sufficiency in implementing solutions based upon TIBCO technology. We support projects that are aggressive, strategic to our customers’ business, and that leverage mission critical services and applications.

What You'll Do

  • 8+ years of overall IT experience
  • 3+ years of Service Operation experience, specially L2 and L3 support.
  • Experience on ITIL framework ∙ Experience in Developing service procedures, policies and standards.
  • Define and implement process for Incident, Change and Service request.
  • Provide best customer service by maintaining good connect with customers, forming focus groups, benchmarking best practices, analyzing information and applications.
  • During critical incidents take ownership of stakeholder communication, co-ordinate and guide the team till closure of the incident.
  • Keep accurate records and document customer service actions and discussions
  • Ability to work under stringent SLA driven environment.
  • Acquire working knowledge of customer service platform, software, databases and tools.
  • Manage teams working in shift providing 24*7 support ∙ Maximize operational performance and financial benefit by optimizing resource utilization.
  • Mentor and develop team (service agents), keep the team motivated, work with the tem to make sure they abide by all defined policies and procedures
  • Experience in Senior management reviews, status reporting and audits.
  • Good communication, presentation and leadership skills
  • Owned the Managed Services (Fixed Price) proposals, SLA related negotiation.
  • Technical / Soft Skills: Experience on TIBCO technologies ∙ ITIL Certified (Preferred) ∙ Incident Management Tool - Configuration and Customization as per the requirement ∙ Cloud Technologie

Who You Are

  • 8+ years of overall IT experience

About TIBCO

TIBCO Software Inc. unlocks the potential of real-time data for making faster, smarter decisions. Our Connected Intelligence Platform seamlessly connects any application or data source; intelligently unifies data for greater access, trust, and control; and confidently predicts outcomes in real time and at scale. Learn how solutions to our customers’ most critical business challenges are made possible by TIBCO at www.tibco.com.

Department

Professional Services

Type

Full Time

Location

Pune, Maharashtra

India