Description

eProductivity Software (ePS) is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity’s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive. For more information, visit us at www.epssw.com .

In this position, you will be responsible for some of the most critical tasks in EPS’s Cloud Services team. This will involve focusing on efficient ticket handling, dispatch and resolution in the customer-facing, revenue-generating environment, and self-directed projects in several areas, ensuring seamless operations adhering to ITIL best practices.

Basic Function

The position handles vital operations for live, customer-facing, revenue-generating systems. The daily duties include facilitating communication between end-users and technical teams to ensure a smooth and efficient support experience.

• The ideal candidate would be a good team player with good communication skills, a passion for documentation, and a willingness to follow processes and procedures.

• EPS believes in training the right individuals, and we provide training based on an individual’s career goals and business requirements. 

Primary Duties

• Work closely with technical teams to escalate and coordinate the resolution of complex incidents. Collaborate with teams to ensure adherence to ITIL processes throughout the ticket lifecycle.

• Apply ITIL incident and problem management practices to analyze recurring issues and work towards permanent resolutions.

• Collaborate with change management processes to ensure seamless integration of changes while minimizing impact on end-users. Communicate change schedules and updates to stakeholders as per ITIL change management principles.

• Generate reports on ticket status, resolution times, and key performance indicators. And ensure a consistent and positive end-user experience.

• Collaborate with cross-functional teams to address technical challenges and implement solutions.

• Create and maintain comprehensive documentation for systems, processes, and configurations.

• The candidate will be responsible for monitoring servers and services using existing monitoring systems to identify both immediate and chronic issues.

Required Skills

• Bachelor of Engineering or equivalent.

• Basic technical knowledge to provide initial troubleshooting support.

• Must have 3+ years’ experience with Windows 2016 and 2019 servers.

• Familiarity with cloud/virtualization platforms, especially AWS and VMWare.

• Strong organizational skills with the ability to align daily tasks with ITIL processes.

• Excellent communication and interpersonal skills.

• Ability to adapt to changing priorities and work in a fast-paced environment.

• ASP, VB, PowerShell or other scripting/development knowledge is a plus.

At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.

EPS - Empowering Packaging & Print Industries!