- Location
- Bangalore, IN
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Closing date
- Today
- Source
- iCIMS
Description
Job Purpose
Job Purpose
RWS is a leader in language technology software, providing enterprise solutions to fortune 500 companies, international governments and language service providers in over 30 countries. As the language technology experts, RWS helps organizations implement the optimum technology solution that streamlines multilingual communications regardless of whether translations are outsourced or translated internally. RWS is looking for a Senior Associate Technical Support Engineer to join our team as a full-time employee. Working from the Bangalore office.
About Product & Technology
Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.
With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.
Job Overview
Key Responsibilities
- Lead the day-to-day operations of the Business Applications Support team, ensuring effective workload distribution, prioritisation, and adequate support coverage.
- Provide technical and operational leadership to the team, supporting analysts with complex incidents, service requests, troubleshooting, and escalations.
- Take ownership of incidents and requests from initial identification through to resolution, ensuring appropriate categorisation, prioritisation, escalation, and timely closure.
- Monitor team performance against agreed SLAs, KPIs, backlog, ageing, incident volumes and customer satisfaction, taking corrective action where required.
- Act as an escalation point for high-priority, business-critical, or complex application issues and coordinate with relevant technical teams through to resolution.
- Ensure a positive and consistent end-to-end support experience for RWS employees across the global user base.
- Plan and organise team workload, balancing BAU activities, high-priority incidents, maintenance activities, releases, projects and other operational requirements.
- Provide regular service performance, backlog, incident trend and operational reports to management and relevant stakeholders.
- Identify recurring incidents and service trends and work with Product Owners, Development teams and Problem Management to drive permanent fixes and reduce repeat demand.
- Liaise closely with Product Owners and Product Development teams to ensure production defects and bugs are appropriately tracked, prioritised and progressed.
- Coordinate and closely monitor application changes and production releases, ensuring potential service impacts and risks are identified and managed.
- Collaborate with other technology teams, including Service Desk, Infrastructure, Identity, Database and Service Delivery teams, where resolution requires cross-functional support.
- Support major incidents affecting business applications, ensuring appropriate technical engagement, escalation, stakeholder communication and follow-up actions.
- Ensure operational policies, processes and procedures are consistently followed across the team and identify opportunities to improve service quality and efficiency.
- Maintain and improve application support documentation, knowledge articles, troubleshooting guides, support procedures and operational runbooks.
- Coach and mentor team members, support knowledge sharing and cross-training, and identify opportunities to improve technical capability within the team.
- Support performance management, development objectives and regular feedback for team members.
- Identify opportunities for automation, self-service and process improvement to reduce manual effort and improve support efficiency.
- Perform and oversee scheduled and preventative maintenance activities required to maintain application availability and data integrity.
- Support Global IT projects by providing application expertise, impact assessments, testing, UAT support and production readiness activities.
- Work with stakeholders across Finance, Operations, Programme Management and other business functions to ensure application support activities align with RWS policies and business processes.
- Undertake ad-hoc operational and project activities as required.
Skills & Experience
- Strong practical experience supporting enterprise/business applications in a production environment.
- Previous experience leading, mentoring or coordinating an application support or technical support team.
- Strong understanding of Incident, Request, Problem and Change Management processes.
- Experience managing support queues, SLAs, escalations, backlog and operational priorities.
- Strong troubleshooting, analytical and problem-solving skills with the ability to manage complex and business-critical issues.
- Working knowledge of relational databases with the ability to write, understand and analyse SQL queries.
- Experience analysing incident trends and identifying recurring issues, root causes and service improvement opportunities.
- Strong stakeholder management skills with experience working across technical teams, Product Owners, Development teams and business stakeholders.
- Ability to prioritise competing demands and coordinate activities effectively in a fast-paced, global support environment.
- Strong verbal and written communication skills in English, including the ability to communicate technical issues clearly to both technical and non-technical audiences.
- Experience creating and maintaining knowledge articles, support documentation, operational procedures and runbooks.
- Good reporting and numerical skills, with the ability to interpret operational data and communicate meaningful service insights.
- Good knowledge of Microsoft Office, particularly Microsoft Excel.
- A strong customer-service mindset with a focus on ownership, service quality and continuous improvement.
Key Responsibilities
Key Responsibilities
Lead the day-to-day operations of the Business Applications Support team, ensuring effective workload distribution, prioritisation, and adequate support coverage.
Provide technical and operational leadership to the team, supporting analysts with complex incidents, service requests, troubleshooting, and escalations.
Take ownership of incidents and requests from initial identification through to resolution, ensuring appropriate categorisation, prioritisation, escalation, and timely closure.
Monitor team performance against agreed SLAs, KPIs, backlog, ageing, incident volumes and customer satisfaction, taking corrective action where required.
Act as an escalation point for high-priority, business-critical, or complex application issues and coordinate with relevant technical teams through to resolution.
Ensure a positive and consistent end-to-end support experience for RWS employees across the global user base.
Plan and organise team workload, balancing BAU activities, high-priority incidents, maintenance activities, releases, projects and other operational requirements.
Provide regular service performance, backlog, incident trend and operational reports to management and relevant stakeholders.
Identify recurring incidents and service trends and work with Product Owners, Development teams and Problem Management to drive permanent fixes and reduce repeat demand.
Liaise closely with Product Owners and Product Development teams to ensure production defects and bugs are appropriately tracked, prioritised and progressed.
Coordinate and closely monitor application changes and production releases, ensuring potential service impacts and risks are identified and managed.
Collaborate with other technology teams, including Service Desk, Infrastructure, Identity, Database and Service Delivery teams, where resolution requires cross-functional support.
Support major incidents affecting business applications, ensuring appropriate technical engagement, escalation, stakeholder communication and follow-up actions.
Ensure operational policies, processes and procedures are consistently followed across the team and identify opportunities to improve service quality and efficiency.
Maintain and improve application support documentation, knowledge articles, troubleshooting guides, support procedures and operational runbooks.
Coach and mentor team members, support knowledge sharing and cross-training, and identify opportunities to improve technical capability within the team.
Support performance management, development objectives and regular feedback for team members.
Identify opportunities for automation, self-service and process improvement to reduce manual effort and improve support efficiency.
Perform and oversee scheduled and preventative maintenance activities required to maintain application availability and data integrity.
Support Global IT projects by providing application expertise, impact assessments, testing, UAT support and production readiness activities.
Work with stakeholders across Finance, Operations, Programme Management and other business functions to ensure application support activities align with RWS policies and business processes.
Undertake ad-hoc operational and project activities as required.
Skills & Experience
Strong practical experience supporting enterprise/business applications in a production environment.
Previous experience leading, mentoring or coordinating an application support or technical support team.
Strong understanding of Incident, Request, Problem and Change Management processes.
Experience managing support queues, SLAs, escalations, backlog and operational priorities.
Strong troubleshooting, analytical and problem-solving skills with the ability to manage complex and business-critical issues.
Working knowledge of relational databases with the ability to write, understand and analyse SQL queries.
Experience analysing incident trends and identifying recurring issues, root causes and service improvement opportunities.
Strong stakeholder management skills with experience working across technical teams, Product Owners, Development teams and business stakeholders.
Ability to prioritise competing demands and coordinate activities effectively in a fast-paced, global support environment.
Strong verbal and written communication skills in English, including the ability to communicate technical issues clearly to both technical and non-technical audiences.
Experience creating and maintaining knowledge articles, support documentation, operational procedures and runbooks.
Good reporting and numerical skills, with the ability to interpret operational data and communicate meaningful service insights.
Good knowledge of Microsoft Office, particularly Microsoft Excel.
A strong customer-service mindset with a focus on ownership, service quality and continuous improvement.
Skills & Experience
Skills & Experience
Strong practical experience supporting enterprise/business applications in a production environment.
Previous experience leading, mentoring or coordinating an application support or technical support team.
Strong understanding of Incident, Request, Problem and Change Management processes.
Experience managing support queues, SLAs, escalations, backlog and operational priorities.
Strong troubleshooting, analytical and problem-solving skills with the ability to manage complex and business-critical issues.
Working knowledge of relational databases with the ability to write, understand and analyse SQL queries.
Experience analysing incident trends and identifying recurring issues, root causes and service improvement opportunities.
Strong stakeholder management skills with experience working across technical teams, Product Owners, Development teams and business stakeholders.
Ability to prioritise competing demands and coordinate activities effectively in a fast-paced, global support environment.
Strong verbal and written communication skills in English, including the ability to communicate technical issues clearly to both technical and non-technical audiences.
Experience creating and maintaining knowledge articles, support documentation, operational procedures and runbooks.
Good reporting and numerical skills, with the ability to interpret operational data and communicate meaningful service insights.
Good knowledge of Microsoft Office, particularly Microsoft Excel.
A strong customer-service mindset with a focus on ownership, service quality and continuous improvement.
Life at RWS
Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.
Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.
In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.
RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.
RWS Values
Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.
Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.