Responsibilities
- Direct the resolution of critical incidents through in-depth technical analysis to restore services quickly and reduce business disruption.
- Manage end-to-end incident and problem ticket workflows, ensuring accurate classification, prioritization, root cause analysis documentation, and closure following ITIL standards.
- Collaborate with multiple internal teams to accelerate issue resolution and reduce recurrence.
- Proactively identify systemic issues, implement long-term solutions, and support ongoing service improvements.
- Serve as the escalation point during major outages and provide expert-level troubleshooting guidance.
- Create and maintain comprehensive technical documentation such as knowledge articles, standard operating procedures, workarounds, and known-error databases.
- Monitor service performance using KPIs and SLAs to enhance system reliability and support quality.
- Coach and train junior team members to promote knowledge transfer and uphold high support standards.
Benefits
- Full-time role in Bengaluru, India with a competitive compensation package.
- Flexible work models including remote and hybrid options, subject to location.
- Opportunities for career progression, international mobility, and professional development.
- Access to advanced tools, training programs, and industry experts for continuous learning.
- Location-specific benefits; detailed information will be shared by the hiring team during recruitment.
Compensation
Full Time position based in Bengaluru, India with competitive compensation package
Work Arrangement
Hybrid
Team
Cross-functional teams including L2, Development, DevOps, QA, PO PPOs, and other AMS teams
Why Valtech?
- We’re the experience innovation company - a trusted partner to the world’s most recognized brands.
- To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.
- At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth.
- We are proud of: - The work we do and the innovation we drive - Our values of share, care and dare - A workplace culture that fosters creativity, diversity and autonomy - Our borderless, global framework, which enables seamless collaboration
About Valtech
Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world. At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more. At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate. Are you ready to create what’s next? Join us.
Other
- No matter your background, you belong here.
- If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.
- Commitment to reaching all kinds of people: We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals.
