Job Description

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we\'ve expanded into software and services to sustainably power today\'s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore our

Designation- Associate Production Engineer (Quality Assurance Associate Analyst)

Location- Chandigarh, India

Experience- Min 4 Years

Education- Graduate or Diploma Holders, preferably (BSc, BTech - IT/CS, BCA etc) \xc2\xb7 PG/Masters in related fields \xc2\xb7 Certifications or any additional diplomas related to the profile

Shift Timings- 24/7 Rotational Shifts

Working Mode- WFO (5 Days)

Mandatory Skills- MS Office Skills - Excel, Power Point, Word.

Good to have- SQL Basics (User level), Ticketing Tools, Good communication skills - written and spoken English.

Requirements-

• Should have been in a IT Support role or experience for 5+ years.
• Multi-tasking and Analytical mindset.
• Basic knowledge Global Financial Processes especially AP.
• 24/7 Rotational Shifts.
• Flexible and agile.
• Understanding of Invoices and Payment processes in B2B environment.

Physical requirements & work environment-

• Work from Office, Chandigarh. Company may advise to relocate within India based on business requirements with reasonable notice.
• Travel overseas may be required but typically the role will be home based with travel as required.

Purpose Of Role-

• The Associate Production Engineer working in Production Monitoring Team has responsibility to ensure seamless flow of documents in production Workflows & applications in both Pre-Production & Production environments.
• With guidance from Production Managers, the Associate Production Engineer will work both alone and with team members to provide monitoring support, timely issue initiation & resolution to support Throughput SLAs agreed with the customers.

Scope Of Role-

• The primary focus will be on monitoring the flow of documents & raising issues and alerts with the relevant team via ticketing tool. This is a Monitoring Helpdesk Role that will require system and process knowledge, and strong analytical approach.

Major Responsibilities-

• Supporting 24/5 Working Environment.
• Entering pertinent information into a ticketing system for escalation to appropriate resolver group.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
• Continuous monitoring of Documents flow in system through applications & other supporting tools.
• Reporting & Following up in case of any abnormality in Invoice Flow in applications to relevant Teams
• Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him
• Take feedback from Manager for corrections and/or improvements after review of Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Work on simplification of Workflow Tools & Exceptions.
• Issue Identification & Analyzing the impact. \xc2\xb7 Contribute to the Production facing Knowledge Repository on a regular basis, and update remediation steps to provide production with a valuable self-service guide to use before reaching out to IT Team. Resources.
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
• Supports the deployment of security standards deployment and readiness and compliance to various requirements as deemed necessary from time to time like GDPR, ISO, SOC etc.

Role Profile-

• Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience
• Strong process management skills
• Demonstrated ability to work collaboratively - in a matrix management environment
• University degree with significant industry experience in a related field
• Experienced in ITIL, PMP etc will be an added advantage
• Relevant Professional qualifications like Lean Six Sigma, etc will be preferred
• Good verbal and written communication skills
• Should be open to work in different shifts
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality.
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
• Ability to handle multiple issues at once, and prioritize that work
• Has a strong desire to learn new technology (and may have a strong technical background - such as SQL, web servers, enterprise application support).
• Should possess good knowledge of Process Documentation.

XEROX Core Competencies-

• Client Focus - demonstrating willingness to identify, understand and give priority to meeting the needs of the customer.
• Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results.
• Embracing Change - the ability to work flexibly, adapting quickly to change and responding positively to new ways of working enabling us to thrive on change and constantly improve.
• Corporate Citizenship - maintaining and promoting social, ethical, and organizational values in the working environment and all business activities. Placing the needs of the client and the goals of the organization above ones own personal interests.
• Teamwork & Collaboration - displays enthusiasm and contributes to an effective team environment; demonstrates willingness to work cooperatively with others to deliver excellent customer service or to achieve a shared goal.
• Communication & Influencing - the ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at and explore our People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

\xc2\xa9 2020 Xerox Corporation. All rights reserved. Xerox\xc2\xae and Xerox and Design\xc2\xae are trademarks of Xerox Corporation in the United States and/or other countries.

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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

\xc2\xa9 2023 Xerox Corporation. All rights reserved. Xerox\xc2\xae and Xerox and Design\xc2\xae are trademarks of Xerox Corporation in the United States and/or other countries.

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