Technical Support Analyst - L1 Support

About Lululemon India Tech Hub

The Hub is key to our business strategy. Weve grown quickly since our inception in 1998, and our continued global growth through market expansion is one of our five goals. We believe that this strategic investment in the India Tech Hub will support our growth, elevate the athletic apparel shopping experience and increase the global talent pool for our current and future technology needs. The India Tech Hub will help us work smarter and faster across our business's value chain by unlocking the power of data and technology. In this centre, development work will focus on AI, Machine Learning, and Data Science. Through the Hub, we will expand our capabilities in Product Systems, Merchandising and Planning, Digital Presence, Distribution and Logistics, and Corporate Systems. The team in India will work as an extension of the global Technology team on projects of strategic priorities.

Job Description

Role Requirements:

Troubleshoot, diagnose, and resolve application issues through a full Incident lifecycle, while prioritizing and organizing multiple streams of work at one time.
Manage workload using ServiceNow, taking full ownership of each Incident and providing accurate and timely updates to the end user
Responsible for assisting our Support Specialists (Level 1 in North America and Shanghai) in resolving first contact technical issues for corporate, retail and GEC technology and assist in escalations that cannot be solved by that group
Contribute to the improvement of internal processes and the deployment of new technologies
Demonstrate professional and effective communication skills (this means all forms of communication: telephone, email, live-chat, remote sessions, and in-person)
Build positive relationships with third party vendors, on-site technicians, and cross-functional partners
Participate as a project resource when required
Participate in on-call rotation as required to support outages and Sev1s
Flexible to work weekends and evenings
Supports floor lead duties when required (queue management, scrum meetings, scheduling daily duties, etc.)
Excellent interpersonal skills: aclear, honest, and kind communicator with the ability to be in relationship, build trust, and work in a team environment
Strong written and verbal communication skills (great at explaining technical things to non-technical people)!
Passionate about supporting our users and developing further as a leader in the lululemon Technology organization
Acknowledges the presence of choice in every moment and takes personal responsibility for their life
Possesses an entrepreneurial spirit and continuously innovates to achieve remarkable results
Integrates fun and joy as a way of being and working, aka does not take themselves too seriously
Prioritizes work responsibilities appropriately and completes tasks within deadlines with minimal supervision
Highly motivated, creative, detail oriented.

Must Have:

2+ years of work experience directly related to L2 technology support OR Completed degree or diploma in IT related field and 1+ year work experience in technology support
Experience with call and ticket logging applications (e.g. ServiceNow)

experience_range : 1-3 years

skills : L1
bangalore, KA, IN