Services Specialist - CTS ODC- Hyderabad
Core
Deliver world-class customer service for IT-related incidents and service requests while managing Offshore Development Center (ODC) operations, data accuracy, and stakeholder coordination.
Role type
Services Specialist (ODC Operations & Customer Support)
Builds
ODC operational dashboards, audit readiness checklists, process documentation, and monthly operational reports.
Domain
IT Service Management / Offshore Development Center Operations
Deliverable
dashboards & analysis
Required skills
Customer service excellence, stakeholder management, data accuracy, process documentation, report preparation, audit readiness, AI tool adoption, coordination, issue escalation, process improvement
Preferred skills
ITIL certification, Microsoft MCITP certification, network/systems security knowledge, AI literacy
Technologies
SharePoint, ODC operational tools, approved AI tools
Responsibilities
Maintain ODC-specific dashboards and update critical data on SharePoint; coordinate with stakeholders to identify process gaps and document ODC processes; prepare fortnight reports and presentations; build audit readiness checklists; process ODC invoices; assist infrastructure teams with local hands-on activities; analyze operational data to flag risks and service-level gaps; coach team members on ODC processes and tools.
Seniority
Individual Contributor
