Company Name
Superior Talent Resources, Inc.

Bengaluru / Bangalore

Key Skills
BE / B.Tech


Software Engineer/ Programmer


Posted On
13th Jan 2019

Job Ref code

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About Company

With Superior Talent Resources, Inc 's unparalleled agility on your side, there's no telling how far you'll go—in your career search, your workforce management, or your project delivery. But chances are, it'll be farther than you've ever gone before.

Founded in 1957, Superior is a premier provider of workforce solutions and outsourcing around the globe. Trusted by many Fortune 500 companies, our talent acquisition services are nuanced and thorough, and our management solutions provide maximum efficiency via proprietary technology.

Headquartered in the United States, with offices in Argentina, Belgium, Canada, China, Germany, India, Slovakia and the United Kingdom, our company is a proven partner for businesses that believe in setting goals, if only so they can go beyond them.


Quality is the cornerstone of Superior's business and workplace culture. We have implemented a company-wide quality management system to measure, maintain and continually improve the quality of our service offerings. This system meets ISO 9001:2008 standards and has been certified since 1996 by Bureau Veritas Certification North America, Inc., an internationally accredited registrar.

Our Quality Statement asserts

"It is the policy of the Superior Talent Resources, Inc to provide workforce solutions that meet or exceed our customers' expectations. The defining elements of our policy include the timely placement of well-qualified people, delivery of workforce management, and business solutions, and the provision of services valued by our customers in precise conformance with agreed-upon requirements.

Job Description

Job Description:

Daily Responsibilities
Resource Management, Shift Management (Roster Preparation/Updating), Daily/Weekly/Monthly/Yearly Incident & Problem reporting to the management, not only limited to this.

Role Purpose

  • Single point of contact for one or more incidents and problems
  • Responsible for Ownership and Coordination of actions of those Incidents and problems
  • To analyze root cause, identify known error and coordinating actions to fix the error
  • To review the Problem Trends and Planning and Driving Improvement Plan
  • To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
Job Requirements:

Key Accountabilities
  • Identifies trends and potential problem sources (by reviewing Incident and problem analysis)
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Prevents the replication of problems across multiple systems
  • Reviews the efficiency and effectiveness of the problem control process
  • Monitors the effectiveness of error control and makes recommendations for improvements
  • Maintains inventory of problems under analysis and their current progress and status
  • Follows up issues and progress with problem owners where necessary
  • Updating KEDB
  • Produces Problem Management reports and management information
  • Prevents recurrence of issues by identifying root cause and implementing fix
  • work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
  • Drive all problems towards root cause identification and permanent fix
  • Need to have innovative approach as problems are unique and need to use different RCA techniques
  • Monitor the workload per Tier 1 Analyst
  • Responsible for communicating with the Incident Process Owner
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable


Suresh Babu
044 30204019