Production Support Analyst I / Operations Analyst I L1 Production Support • SQL querying skills • Knowledge in Enterprise Fraud & Risk Management Solution • Understanding of production support and ITIL concepts • Awareness of banking and payments systems • Good verbal and written communication skills • Willingness to work in 24×7 support shifts a. Handling first level support requests from the client IT service management application. b. Reviewing the online tickets (Service Requests or Incident) in the client service management application c. Manages Operational Activities of the (“SOR”) Solution i. Monitoring the application service node, process, batch jobs, files system, application log files, process utilization, transaction queues, cron jobs, automated processes, transaction declines (business or technical). ii. Troubleshooting issues and support maintenance of application processes. iii. Investigates known error conditions and follows prescribed error correction procedures. iv. Recognize abnormal processing conditions and determine appropriate actions required to resolve issues. v. Execute scheduled jobs as per the standard operating document. vi. Support installation of change request (customizations, configurations) of the application in the Client’s environment using Clients standard develop process. vii. Logging incident tickets with the Application Support Centre (“ASC”). viii. Follows escalation procedures within the Client or with the Level 2, as and when appropriate to report processing issues. ix. Supports generation of end of day reports and ensures the files are delivered to the Clients Secure File Transfer Application (‘SFTP”) x. Supports the Client in the creation of the Business Impact Assessment (“BIA”) document. xi. Supports the Client in planning and creating the Business Continuity Program (“BCP”) and Disaster Recovery Programs (“DRP”) documents. xii. Participates in the Clients Disaster Recovery (“DR”) in line with the DRP document. xiii. Receive, investigate, and responds to Clients’ emails. Production Support Technicians (Levels 1, 2, and 3) Generic skills expected SQL Banking domain Application EFRMS - Fraud Risk Managment system based on department and client Operating systems Server related metrics/monitoring/logs Educational Qualifications: Candidates must hold a minimum of BE, BTech, MCA, MSc IT, or equivalent degree. Experience Levels: L1 – Minimum 2+ years of relevant experience L2 – Minimum 4+ years of relevant experience L3 – Minimum 6+ years of relevant experience At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

• Manual removal of vegetation from work areas • Pesticide application • Safely operating various forestry equipment (skidders, mowers, chainsaws, ATV's) • Performing line clearance, pruning, and removals

• Own end-to-end performance of your division, ensuring metrics like FRT and FCR are met. • Coach and develop Managers to build a strong leadership unit. • Monitor daily queues and intervene as necessary. • Collaborate with Quality, Automation, and WFM teams for operational efficiency. • Assist in staffing and scheduling decisions. • Provide insights and reports to Head of Operations.

Title: Customer Operations Manager, French Speaker Location: Poland, Krakow, United States Job Description: We're looking for a Customer Operations Manager to join our OneSource team in Krakow. In this role, you'll drive operational excellence, empower staff, streamline processes, and partner closely with stakeholders to deliver outstanding customer outcomes. If you're passionate about developing people, using data to guide decisions, and rolling up your sleeves to make things better every day, we'd love to hear from you. More information about: - PerkinElmer and our business : PerkinElmer | Science with Purpose - OneSource services: OneSource Laboratory Solutions | PerkinElmer Hybrid working model, Krakow, Quattro Business Park (3 days office) Key Responsibilities: - Orchestrate daily work activities and maintain proficiency in all processes for the support center and field Agent staff, ensuring the team feels supported in their day-to-day tasks. - Champion continuous improvement initiatives across the team, encouraging staff to voice ideas for better ways of working. - Drive the implementation of best practices and automation/standardization projects to reduce manual administrative burden on the team. - Build robust mechanisms to control and report on Operational Performances, using data to make informed leadership decisions. - Ensure Internal and External KPIs are met, coaching the team on how their individual contributions impact these metrics. - Lead Root Cause Analysis into inconsistent outcomes and implement lasting results rather than quick fixes. - Review and approve site-specific procedures, assuring alignment with global processes while advocating for local needs. - Masterfully manage workload peaks: Identify resource constraints and dynamically reprioritize tasks across the team to prevent burnout and ensure critical deadlines are met. - Lead high-value team meetings that go beyond status updates to share knowledge, solve pain points collaboratively, and streamline workflows using PE tools to optimize talent utilization. - Partner with Delivery teams to ensure streamlined and consistent customer outcomes and feedback. - Provide on-time monthly business review reports and other documentation to showcase team achievements and challenges. - Ensure Quality requirements are met according to specific customer needs. - Build a high-performing team: Interview, hire, and train new employees, monitoring progress and confirming proficiency before probationary periods expire. - Act as a Mentor and Coach to foster employee growth, development, and high morale. - Maintain employee training matrices to assure staff is proficient, confident, and up-skilled in all areas of their work responsibilities. - Schedule and complete regular 1:1s and staff meetings to share information, celebrate wins, and identify opportunities for process improvement. - Provide ad hoc support based on workload volume, demonstrating a willingness to "roll up your sleeves" to support the team during crunches. Role requirements: - Agility & Resilience: Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines without losing composure. - Leadership Experience: 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership required. - Language: Excellent verbal & written communication skills; fluent English and French language knowledge. - People Development: Must have a track record of not just managing departments but developing the people within them to higher levels of performance and satisfaction. - Customer Excellence: Deep understanding of what constitutes excellent Customer Service. - Industry Knowledge: Experience in a Life Science and Environmental Health area would be an asset. - Work Ethic: Demonstrated high-level work ethic and organizational skills are a "must-have." - Attention to Detail: Strong attention to detail and demonstrated accurate information transcription. - Technical Skills: Excellent Excel skills; Experience in SAP/ECC/ServiceMax is Essential. - Methodology: Project management experience desirable; Experience in Lean or Six Sigma desirable. - Communication: Ability to communicate effectively both internally & externally; orally and in writing. Competencies: - Management/Project Management - Sets goals and engages the team around them - Empowering Leadership: Sets clear goals and engages the team around them, fostering an environment where team members feel autonomous and motivated. - Talent Development: Develops and implements processes to proactively attract, select, and retain top, diverse talent. actively coaches staff to help them grow their careers. - Customer Focus: Understands and acts on the needs of the internal and external customer, ensuring the team understands the "why" behind their work. - Learning Mindset: Has an attitude that predisposes you to be open to new experiences. You believe you can and will learn, and you encourage your team to view challenges as opportunities to grow. - Business Acumen (Enterprise Mindset): Has a strong understanding of customer needs, industry knowledge, and financial performance. Displays organizational insight to leverage the internal matrix for optimal outcomes. - Professional Presence: Conveys self-confidence and communicates clearly. Influences and inspires others through being authentic, self-aware, and persuasive, building trust and goodwill even during high-pressure situations. - Travel Requirements: Must be willing to make international trips across EMEA on a regular basis approximately 25-50%. What we offer: - Private healthcare including dental care - Life and long-term disability insurance, - MyBenefit Cafeteria system, - Multisport Card, - Social Fund Subsidies, - Home Office allowance, - Tuition reimbursement, - Referral awards, - Internal career development opportunities in multiple business areas, - Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.