Job Description

Team Lead - Customer Support , RELX India Location: Bangalore/Mumbai/Gurgaon Time type: Full time About the Role: As a Team Lead - Customer Support, you\'ll be a Lead or coordinates project planning, resourcing, staffing, supply and subcontract management, progress reporting, troubleshooting and people management. Ensures project results meet requirements regarding technical quality, reliability, schedule and cost. Monitors performance and recommends schedule changes, cost adjustments or resource additions. : 5+ Years of work experience Lead technical team. Serve as the first point of escalation and subject matter expert on operational process matters escalate to management as required. Assist with management of group and contractor. Drive adherence to the management of the global change and configuration management process. Drive process improvement activities. Responsible for testing of service management tool and writing all process use cases. Review all production changes for compliance with the global change and configuration policies. Help develop modifications and enhancements to the global change and configuration policies. Provide training on change management and tool utilization. Help manage the Change Advisory Board (CAB). Identify tool improvements for streamlining processes. Bachelor\'s degree in any field, or equivalent experience required (5-7 Years). Provide prompt recovery and problem escalation for the exceptions, extrapolating and integrating information within defined boundaries, using multiple system management and problem management tools. Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines. Provide analytical support for the development and enhancement of system interfaces and may develop or enhance those tools under high-level technical direction from more-senior staff. Work closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery. Provide prompt, clear, and timely communications log, coordinate, and communicate problems using standard problem management and escalation procedures. Service requests include proper management, creation, execution, documentation, and closure of tasks, changes, and requests. All other duties as assigned. Technical Skills Ability to escalate issues to senior management. Knowledge of Mobile web-based Applications. Must be able to speak fluent English, Hindi, and at least two local Indian languages (Marathi, Gujrati, Kannada, Assamese, Oria, Telegu) Good written communications skills. Good change management skills. Understanding of change request processes. Knowledge of analytical support for system interfaces. Working for you At RELX, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: Group Health Insurance Policy (covering self and family) Group Life insurance/accident policy Generous long-service awards New Baby gift Subsidised food provided (applies to India- Chennai) Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave Free Transport provided to and from the office (applies to India-Chennai) About Us - RELX is a global provider of information-based analytics and decision tools for professional and business customers. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists. Our workforce of over 33,000 people has an average length of service of 9 years. Our people team is responsible for recruiting talented individuals and helping them develop in their role. We provide innovative learning and development opportunities for our employees and work with them to create an inclusive culture that enables a high-performing and engaged workforce. Join Us We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [HIDDEN TEXT] or if you are based in the US you may also contact us on 18558335120. Please read our Candidate Privacy Policy Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [HIDDEN TEXT] or if you are based in the US you may also contact us on 1.855.833.5120. Please read our

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