IT Associate

4 weeks ago

Hyderabad, India NewGlobe Full time

Who We Are

NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society.

With a comprehensive system transformation platform and data-driven educational services, NewGlobe delivers rapid and dramatic improvements in learning outcomes at state and nationwide scale. Through building impactful partnerships and programmes, NewGlobe ensures that all children have access to an education that will develop their full potential and create a foundation for growth and prosperity.

NewGlobe leverages more than a decade of educational experience and proven impact in integrated school management, teacher professional development, instructional design innovation, technological system support, child-centred classroom practice, and parent engagement - all grounded in learning science - to ensure each teacher is empowered to engage children in transformational learning, and all children have the opportunity to develop to their full potential. Every day, NewGlobe supports governments to solve what were once seen as intractable problems, and by doing so, ensures this generation will be able to grow up to lead more fulfilled lives, while simultaneously building economic prosperity for themselves, their communities, and the globe.

NewGlobe’s high-touch, intensive professional development programs, along with integrated school management, teacher support, and assessment software, enable schools to succeed. NewGlobe works within state and national curriculum and syllabi, ensuring all children are empowered to learn their own history, and master local content, while being globally competitive in mathematics and languages. The science of behaviour change and the science of learning is at the foundation of all programming.

NewGlobe works with urgency because youth quickly becomes adulthood and relentlessly because improvement requires continuous problem-solving. NewGlobe is honoured to serve and to help rebuild trust in public systems.

NewGlobe’s work is all encompassing and will challenge you to use your full mind, and heart, each day. We need bright minds who want to be part of building a new globe - a more equitable globe - to join us.

The Technology Group

Technology plays a critical role enabling us to provide transformative education at massive scale in highly resource constrained environments. This is one of the key elements that gives us the ability to deliver radically impactful programmes, creating brighter futures for a generation of children across the world each day. Technology spans several key functions, including product management, business intelligence, software development and IT operations.

Working with us, passionate technologists have a chance to directly change the world. No kidding.

IT Operations

Within the Technology group, IT Operations also holds the distinction of being the only department with a dedicated presence in each of our operating territories, meaning that is also the key conduit and primary advocate for all aspects of technology, ensuring the work done by the other technology departments delivers on its potential.

About the Role

As an L2 Support Officer, IT Operations you will be a member of the IT Operations global services team and will report to the Global Services Lead Support, IT Operations. This position also includes working closely with the regional IT Operations teams to resolve all manner of technical issues, from support offices to schools. The role offers an interesting mix of technical and business challenges allowing the holder to develop an in-depth understanding of how Bridge International Academies works.

You will work with first level team, third level teams, and third party service providers, to ensure that every case is properly registered on the Helpdesk Tool and documented in the knowledge base. This role will be required to assist with managing escalated customer issues, mentoring junior team members, and delivery of technical ongoing and new starter training, as and when required.

What You Will Do
- Provide 2nd Level incident management for issues registered via help desk tool(s), acting as an escalation point for L1 service issues
- Owns problem management (ultimate root cause resolution of recurring or critical issues), not just incident management (immediate restoration of services)
- Document interactions, incidents, and problems, and ensure the knowledge base is updated
- Identify cases where server and database backups are not occurring according to the defined policies and to resolve the gaps
- Partner with and develop strong ties with regional teams within the Bridge organisation to eliminate the silo approach and develop synergies to achieve the organisation’s mission
- Work closely with the global and regional IT Operations teams to create process documents, help desk workflows, and service desk standards and monitoring dashboards
- Communicate technical informat

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