Job Description

About MarvellMarvell\xe2\x80\x99s semiconductor solutions are the essential building blocks of the data infrastructure that connects our world. Across enterprise, cloud and AI, automotive, and carrier architectures, our innovative technology is enabling new possibilities.At Marvell, you can affect the arc of individual lives, lift the trajectory of entire industries, and fuel the transformative potential of tomorrow. For those looking to make their mark on purposeful and enduring innovation, above and beyond fleeting trends, Marvell is a place to thrive, learn, and lead.Your Team, Your Impact Global Service Desk provides 24X7 first line support for any IT related issues for all Marvell users. As IT Ops Specialist you will be part of a dedicated team aimed to provide excellence in Customer Service and efficient Problem-solving by collaborating with other IT teams to resolve complex issues.What You Can ExpectRespond to the incidents/issues users report predominantly through Voice Interaction, email, Self-service, chat & remote support.Identify, investigate, and diagnose the issue, take necessary action, and resolve or assign the issue to the right assignment group.Capture all incidents in the incident tracker tool and assign the cases to the relevant assignment group as per process, ensuring proper documentation.Follows the incident life cycle as defined by process, logs the incident with proper priority, categorizes and documents, and performs follow-up on all necessary incidents as defined in process with customer to ensure timely closure.Upgrade technical, process and soft skills to achieve client and internal quality scores with CSAT scores, resolution on call and customer service scores.Monitor and track incidents to ensure resolution within the customer Service Level Agreement.Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.Create and maintain a knowledge base with solutions to common issues.Outage Management \xe2\x80\x93 Manage outages efficiently for quicker resolution by opening Bridge call and engaging different resolver teams as needed for quick resolution.#L1-RS1What We\'re Looking ForBachelor\xe2\x80\x99s degree in Business, Science, Arts or related fields and at least 1-3 years of related professional experience. Master\xe2\x80\x99s degree in Business, Science, Arts or related fields with no professional experience.#L1-RS1Additional Compensation and Benefit ElementsWith competitive compensation and great benefits, you will enjoy our workstyle within an environment of shared collaboration, transparency, and inclusivity. We\xe2\x80\x99re dedicated to giving our people the tools and resources they need to succeed in doing work that matters, and to grow and develop with us. For additional information on what it\xe2\x80\x99s like to work at Marvell, visit our page.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Marvell