Job Description

Who We Are

Evora is an international system integrator with focus on mobile and user experience (UX). We are a trusted partner for innovative digital maintenance and service solutions for global and regional customers in Europe, North America, Asia & Pacific. As SAP Gold Partner, Service Now Specialist and Click partner (by Salesforce), we offer consulting services, software development, quality assurance services and system integration based on standard components and products, as well as support & application management. By implementing best-practice solutions while optimizing their processes we help our customers to be successful in tomorrow's world.

The wisdom, knowledge and experience of Evora employees at implementing complex workforce management solutions is what sets us apart. We look for the best to hire and to keep. The attractive combination of high-value consulting services with a competitively priced remote development team has proven to be successful in projects worldwide. With a solid growth, currently 450+ Evorians are working in offices in India, US, Brazil, Germany, Austria and Spain.

Who We Are Looking For

• Act as primary co-ordinator between AMS teams and customer counterparts for day-to-day operational coordination.
• Facilitate effective communication between internal support teams and customers regarding ticket status, priorities, and pending actions.
• Organize and coordinate regular service review meetings, status calls, and follow-up discussions.
• Ensure timely escalation of critical issues, risks, and blockers to appropriate stakeholders

​ Ticket & Jira Board Management

• Manage and maintain Jira or other ticketing tools to ensure data accuracy and completeness.
• Monitor ticket queues and ensure tickets are appropriately assigned, categorized, prioritized, and updated.
• Track SLA compliance and follow up with AMS teams to ensure timely resolution of incidents, service requests, and change requests.
• Maintain overall ticket hygiene and ensure the project boards remain up-to-date and "green" with minimal overdue or stale tickets.

Status Reporting & Governance

• Prepare and distribute weekly and bi-weekly project/service status reports to customer stakeholders.
• Provide clear summaries of:
  • Open tickets and their current status.
  • Critical and high-priority issues.
  • Recently closed tickets and accomplishments.
  • SLA performance metrics.
  • Risks, blockers, and escalations.

What You Bring

• 2-5 years of experience in the software industry in general with minimum 1 year in customer support role
• Functional knowledge, either SAP PM, SAP ISU, would be a plus
• Knowledge on enterprise mobile application would be a plus
• Coordinate with the development team to hand over the analysis/report of the issues raised by customer
• Experience with Jira, ServiceNow, or similar ticketing tools.
• Strong communication, coordination, and organizational skills.
• Ability to manage multiple stakeholders and follow through on action items.
• Regular message monitoring and response to customers within given SLA based on priority of message
• Should be ready to work in Night shift ( need basis)

What We Offer

Why you would love to join us: -

Our values – Collaboration, Commitment, Evolution, Entrepreneurship, Happiness, and Trust
Company culture - We value team cooperation and work together in integrated virtual teams to serve our customers. As a company, we are committed to sharing our success with our employees, both in the form of an exceptionally good company culture and through financial participation.
Hybrid mode of working – Our Organization follows hybrid work culture where employees can work twice a week from their respective office space.
Great place to work – We are proud to be certified and awarded multiple times as one of the best places to work for any individual.
Buddy program – We have a buddy program included in our hiring process which gives an insight to the new joiner about the team, technology n culture before joining us to connect better.
Growth and learning – Evora provide various platforms for upskilling in the form of sessions and training which helps an individual to enhance his/her skills. Udemy access provided by the company for upskilling.
Benefits – Transportation, Lunch provided in the office, flexibility, Internet and mobile reimbursement, different hub locations, Insurance and many more.