Tech Specialist

3 weeks ago

hyderabad, India General Mills Full time

Position Title

Tech Specialist – Global Service Desk

Function/Group

Global Shared Services (GSS)

Location

Mumbai

Shift Timing

7am to 3.30 pm/1.30pm-10.30 pm/3.30 pm-12.30 am

Role Reports to

IT Manager

Remote/Hybrid/in-Office

Hybrid

ABOUT GENERAL MILLS 

We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.


JOB OVERVIEW  

Function Overview

Global Shared Services (GSS) enables General Mills to compete and win every day with a relentless focus on service excellence. Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery. We do that by delivering our services with a balance between cost and capability; increasing productivity through optimized processes and tools; and upholding company standards, policies, and practices. GSS touches virtually every aspect of the General Mills enterprise, including Employee Services, Business Services, Global Workforce Solutions, and Global Data Governance Services.

For more details about General Mills please visit this Link

Purpose of the role

Responsible for providing T1/T2 support across the team and handle Escalation tickets. Also contribute in monitoring and managing floor and help team members. Provide technical leadership for Multiple technologies and process to achieve desired results.

KEY ACCOUNTABILITIES

80% of Time

• Work closely with business to understand requirements and find solutions to business issues.

• Drive integration of problem resolution with MGO resources.

• Drive a culture of accountability and performance.

• Lead efforts to make sure required documentation are maintained.

• Work/Lead to support Infrastructure team on their projects, e.g. implementing, and maintaining IS infrastructure systems (computers, VDI, telecommunications, etc.) to ensure transparent and reliable service

• Act as Escalation member T2, resolving and helping team members for the same.

• Subject Matter expert for Multiple technologies

• Should be able to handle additional responsibilities such as Call quality, Floor Management & Reporting

• Understand the GBS/IDC/India Business technology portfolio, including WHQ driven systems

• Align and lead IS objectives and resources to support priorities such as Continuous Improvement, and other initiatives as well as WHQ essential projects

• Ensure adherence to General Mills IS policies, standards, and guidelines

• Plan, manage, and optimize projects where necessary. Also, manage the customer facing walkup desk for user query resolution

• Good customer service skills articulating policies and procedures confidently, good communication and troubleshooting skills.

• Ensure that support calls/chats/incidents are addressed and closed in a timely manner, as per the agreed timelines defined in the SLA

• Demonstrate ability to work in 24x7 facility in rotating shifts.

• Simulate or recreate user problems to resolve operating difficulties in a timely manner.

20% of Time

• Build teamwork, trust-based relationships and collaboration with global team and customers

• Grow network and exposure internally and externally

• Leverage appropriate learning opportunities for technical and professional growth

• Documentation of work or process & compliance

MINIMUM QUALIFICATIONS

Minimum Degree Requirements: Bachelors

Minimum years of related experience required:3-5 years Helpdesk/IT Support

PREFERRED QUALIFICATIONS

Preferred Professional Certifications: ITSM

Preferred years of related experience: 5 years Helpdesk/ IT Support


COMPANY OVERVIEW

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.

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