Sutherland is seeking a reliable and detail-oriented person to join us as GTI Intern. We are a group of driven and hard-working individuals. If you are looking to complete the practices demanded in your career and are confident you have the skills and experience to help us succeed, we want to work with you! Sutherland is seeking an attentive and goal-oriented person to join us as a Senior Specialist for IT. You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, you will be part of our continuously growing number of 38,000 professionals from over 61 global delivery centers around the globe. If you are an IT Specialist looking for a global career, do not miss this opportunity at Sutherland! Key Responsibilities: Provide the required support to the management team in ensuring seamless operation and support to the customers. Provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction. Efficient problem resolution and maximize the system availability. Review frequently faced system problems and work on the improvements. Identify pressure points and minimize risks. Contribute towards automation and minimizing issues by improving technology and reducing ownership costs. Strictly adhere to the set procedures and follow the guidelines. Ensure strict compliance on agreed SLA for issue resolution. Act as Shift Lead/Duty Manager in charge of managing the operations for the particular shift, including task distribution and monitoring of staff utilization. Handle Incident and Problem Management, ensuring incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the incident and Root Cause Analysis. Participate and introduce Service Improvement Plans. Provide guidance and support to the Desktop Engineers and act as next level escalation. Coordinate with other Shift leads/Duty managers, SMEs, GSD, GTI colleagues, etc in day-to-day activities. Maintain a proactive approach within the team, communicate well, ensure Standard Operating procedures (escalations, etc) are followed, and contribute to the overall team spirit. Be proactive in identifying opportunities to improve customer service. Communicate procedural changes/new initiatives are fully communicated to and implemented by the team. Share knowledge and experience with colleagues, providing assistance on referred technical issues. Advise and guide the team in a constructive manner. Qualifications: Bachelor of Science in Computer Engineering, Computer Science or Electronics and Communications Engineering. At least 2 to 3 years related work experience. MCP, MCSA, MCSE, ITIL Certification or equivalent is a plus. Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc. Ability to work well with others in pursuit of business aims. Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative. High standards of integrity with the ability to motivate self/others towards continuous performance improvement and personal development. Sound technical knowledge on related business areas. Familiarity with standard concepts, practices, and procedures within information technology. Willing to work on different shifts and be assigned to other sites/location if required. #J-18808-Ljbffr