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Xerox Quality Assurance Associate Analyst (Associate Production Engineer) in Chandigarh, India

General information

City: Chandigarh, Panchkula, Mohali

State/Province: Chandigarh, Haryana, Punjab

Country: India

Department: Quality Assurance

Date: Thursday, June 10, 2021

Working time: Full-time

Ref#: 20011832

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Quality Assurance

Seniority Level: Associate

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Role Definition:

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.

Under the direction of the Production Monitoring Manager, theAssociate Production Engineerwill work both alone and with team members to provide monitoring support, timely issue initiation & resolution to support Throughput TAT’s agreed with the customer. The primary focus will be to Monitor the flow of documents & Raising them to relevant team via ticketing tool in case there is any abnormality. This is a Monitoring Helpdesk Role that will require system and process knowledge, and strong analytical approach.

This position requires to work 24/7 shifts. Exceptional verbal and written communication skills in English are required.

Job Description:

  • Supporting 24/7 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.

  • Contribute to the Production facing Knowledge Repository on a regular basis, and update remediation steps toprovideproductionwithavaluableself-serviceguidetousebeforereaching out to IT Team.Resources.

Skills:

  • Good verbal and written communication skills are required.

  • Should be open to work in differentshifts.

  • Results and goal-oriented, with a strong workethics.

  • Energetic, assertive, customer-centricpersonality.

  • Team player with the ability to form strong working relationships with clients and teammembers.

  • Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultativefocus.

  • Ability to handle multiple issues at once, and prioritize thatwork.

  • Has a strong desire to learn new technology (and may have a strong technical background– such as SQL, web servers, enterprise applicationsupport).

  • Should possess good knowledge of ProcessDocumentation.

  • Should be ready to acceptchange.

Profile Requirements:

Technical Skills

  • Mandatory - MS Office Skills – Excel, PP, Word

  • Important - SQL Basics (User level)

Educational Requirement

  • Mandatory - Graduate /Diploma Holders, Preferably (BSc, BTech - IT/CS, BCA etc)

  • Important - PG/Masters in related fields

  • Good to Have - Certifications or any additional diplomas related to the profile

Quality Assurance Associate Analyst (Associate Production Engineer)

Others

  • Mandatory :Should have been in a IT Support role or experience for 5+ years

  • Important : Multi-tasking and Analytical mindset. Flexible and agile

  • Good To Have : Basic knowledge Global Financial Processes especially AP. Understanding of Invoices and Payment processes in B2B environment

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 www.xerox.com and explore ourcommitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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