Senior Level 2 Support Specialist

We're the world's leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Kantar's Profiles division is home to the world's largest audience network.

With access to 170m+ people in over 100 global markets, we offer unrivalled global reach with local relevancy. Validated by industry leading anti-fraud technology, Kantar's Profiles Audience Network delivers the most meaningful data with consistency, accuracy, and accountability – all at speed and scale.

Job Details
Senior Level 2 Support Specialist
Bangalore, India
Kantar
Kantar is the world's leading marketing data and analytics company. We have a complete, unique, and rounded understanding of how people think, feel and act; globally and locally in over 90 markets. By combining the deep expertise of our people, our data resources and benchmarks and our innovative analytics and technology, we help our clients understand people and inspire growth.

Role Overview
This role involves providing sophisticated technical support within a specific domain or technology area.

The domain specialist diagnoses and resolves sophisticated issues, collaborating with multi-functional teams. They apply expertise in their domain to ensure the stability and efficient performance of systems and applications. Responsibilities include solving, advancing and handling incidents, and contributing to knowledge sharing. The role is essential for resolving intricate technical problems, improving domain-specific knowledge, and delivering outstanding support, ultimately maintaining a high standard of reliability and performance within Kantar Profiles Technology.

Key Responsibilities

• Sophisticated Technical Support: Provide expert-level technical support within a specific domain or technology area, serving as the go-to for complex issues.
• Issue Diagnosis: Diagnose and solve advanced technical problems, identifying root causes and solutions efficiently.
• Issue Management: Act as a point of escalation for Level 1 support and collaborate with them to resolve sophisticated issues.
• Incident Management: Lead and prioritize incidents, ensuring timely resolution and alignment to service level agreements (SLAs).
• Domain Expertise: Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and standard methodologies.
• multi-functional Teamwork: Collaborate with developers, engineers, and other multi-functional teams to resolve issues and improve system performance.
• Knowledge Sharing: Chip in to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization.
• Performance Monitoring: Monitor systems and applications within the domain, proactively identifying potential issues and taking preventive actions.
• Continuous Improvement: Find opportunities for process improvement and suggest enhancements to prevent recurring incidents.
• Customer and User Interaction: Get along with end-users and customers, providing clear and effective communication throughout the support process.
• Documentation: Maintain comprehensive records of incidents, fix steps, and resolutions for future reference.
• Alignment to Policies: Ensure compliance with company policies, security standards, and protocols within the domain.
• Knowledge Transfer: Share domain-specific knowledge and insights with team members and Level 1 support.
• Training: Stay updated with relevant certifications and training to enhance expertise within the domain.
• Risk Assessment: Assess and communicate potential risks and vulnerabilities within the domain to relevant collaborators.

Knowledge, Skills & Experience

• Relevant certifications in the specific domain or technology area
• Relevant experience in technical support or IT operations.
• Proven expertise in the specific domain or technology area.
• Sophisticated technical proficiency and fix skills within the niche domain or technology.
• Familiarity with relevant tools, software, and systems.
• Knowledge of incident management and ticketing systems.
• Strong problem-solving and analytical abilities for diagnosing sophisticated issues.
• Effective communication and interpersonal skills for collaborating with multi-functional teams and customers.
• Adaptability to handle evolving technical challenges and domain-specific changes.
• Diligent with a commitment to maintaining high-quality support.
• In-depth knowledge and understanding of the specific domain or technology area.
• Ability to stay updated with emerging trends and protocols within the domain.
• Customer-centric approach, with a commitment to providing exceptional support and user experiences.
• Ability to handle and de-escalate sophisticated technical issues efficiently.
• Strong documentation skills for maintaining records of incidents, solutions, and knowledge sharing.
• A commitment to staying updated with relevant certifications, training, and industry developments.
• Understanding of compliance requirements and alignment to organisational policies and standards within the domain.

Why join Kantar?

We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, nobody knows people better than Kantar.

And because we know people, we like to make sure our people are looked after as well. Equality of opportunity for our people is our highest priority and we encourage our people to work in a way that supports their health and wellbeing. While we encourage our colleagues to spend part of their working week in the office, we understand no one size fits all, and we're flexible in our approach to ensure people feel included and accepted. We're committed to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, which is why we welcome applications from all background and sections of society. Even if you feel like you're not a perfect fit, we'd love to receive your application and talk to you about this job or others at Kantar.

Kantar is an equal opportunities provider

Hybrid

PO1

Country
India

Why join Kantar?
We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We're dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you're not an exact match, we'd love to receive your application and talk to you about this job or others at Kantar.