Graduate Engineer – IT Customer Experience & Collaboration
Location: Bangalore or Pune. Three days in the office per week.
Role Summary
The Graduate Engineer is a key member of a team that pulls together to create exceptional outcomes for our internal customers and JCI. Teamwork is a critical requirement for every team member. Working within a global operations and engineering team, the role provides hands-on exposure to service delivery, incident management, and continuous improvement while building core enterprise IT capabilities. The role also provides execution and delivery of high-quality, SLA-driven IT services across Customer Experience (CX) and Collaboration platforms (e.g., Microsoft Teams, NICE CXone).
Behavioral Expectations
- Work as One Team – collaborate within and across teams, always looking to learn and improve
- Work alongisde others to learn and to coach. The team thrives on continuous, collaborative learning
- Focus on What Matters – prioritise based on customer impact
- Improve Every Day – learn from peers, senior engineers, incidents and project work and look to improve every day
Key Responsibilities
- Support day-to-day IT service delivery in line with SLA commitments
- Assist in monitoring service performance and identifying risks
- Participate in incident, request, and problem management
- Provide clear communication to stakeholders on service status
- Analyse recurring issues and support root cause identification
- Contribute to process improvements to reduce repeat issues
- Collaborate with global IT teams and vendors
- Support implementation and testing of new solutions and upgrades
Key Skills & Experience
- Strong communication and teamwork skills
- Ability to work in a global, matrixed environment
- Degree in IT, Computer Science, Engineering, or related field
- Strong interest in IT operations and collaboration technologies
- Basic understanding of IT service management concepts
Success Measures
- Always collaborating within our team environment. The team wins together
- Gaining competency in all the technology platforms we support and beyond. We will support you every step of the way
- Development of technical and operational capability
- Contribution to SLA adherence and service stability
- Reduction in repeat incidents
