Tech Specialist

India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R&D & Quality), and Enterprise Business Services. Learning and capacity-building is a key ingredient of our success. Job Overview Responsible for providing T1/T2 support across the team and handle Escalation tickets. Also contribute in monitoring and managing floor and help team members. Provide technical leadership for Multiple technologies and process to achieve desired results. Job Responsibilities 80% of Time • Work closely with business to understand requirements and find solutions to business issues. • Drive integration of problem resolution with MGO resources. • Drive a culture of accountability and performance. • Lead efforts to make sure required documentation are maintained. • Work/Lead to support Infrastructure team on their projects, e.g. implementing, and maintaining IS infrastructure systems (computers, VDI, telecommunications, etc.) to ensure transparent and reliable service • Act as Escalation member T2, resolving and helping team members for the same. • Subject Matter expert for Multiple technologies • Should be able to handle additional responsibilities such as Call quality, Floor Management & Reporting • Understand the GBS/IDC/India Business technology portfolio, including WHQ driven systems • Align and lead IS objectives and resources to support priorities such as Continuous Improvement, and other initiatives as well as WHQ essential projects • Ensure adherence to General Mills IS policies, standards, and guidelines • Plan, manage, and optimize projects where necessary. Also, manage the customer facing walkup desk for user query resolution • Good customer service skills articulating policies and procedures confidently, good communication and troubleshooting skills. • Ensure that support calls/chats/incidents are addressed and closed in a timely manner, as per the agreed timelines defined in the SLA • Demonstrate ability to work in 24x7 facility in rotating shifts. • Simulate or recreate user problems to resolve operating difficulties in a timely manner. 20% of Time • Build teamwork, trust-based relationships and collaboration with global team and customers • Grow network and exposure internally and externally • Leverage appropriate learning opportunities for technical and professional growth • Documentation of work or process & compliance Desired Profile Service Desk Analyst Technical Lead Team Lead Escalation Expert – T2 support Education Minimum Degree Requirements: Bachelors Preferred Degree Requirements: Bachelors Preferred Professional Certifications: ITSM Experience Minimum years of related experience required: 3-5 years Helpdesk/IT Support Preferred years of related experience: 5 years Helpdesk/ IT Support COMPANY OVERVIEW We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.