Jobs at Sutherland

Provide Tier 2 IT helpdesk support by handling incidents and service requests, troubleshooting Windows, Microsoft Office, hardware, and Active Directory issues, documenting interactions, managing tickets through resolution, supporting internal employees by phone, and escalating major outages. The role requires strong communication, customer service, teamwork, adherence to service-level targets, and willingness to work night shifts.

Provides Tier 2 IT helpdesk support for internal employees by handling technical incidents and service requests, troubleshooting Windows, Microsoft Office, hardware, and Active Directory issues, documenting tickets, meeting service-level targets, escalating major outages, and maintaining effective customer and team communication. The role requires phone-based support, incident management, ticket closure, and willingness to work night shifts.

Own end-to-end enterprise architecture across AWS and Azure environments, establishing scalable, secure, reusable integration patterns for GenAI, chatbot, translation, and document-processing services. Define target-state architecture, review designs, resolve integration constraints, lead architecture governance, and establish non-functional requirements covering security, data residency, exactly-once processing, and disaster recovery.

Provide US-focused HR shared services across HR Operations, Payroll, Compensation & Benefits, Talent Management, and Ask HR. Manage employee lifecycle activities, resolve complex employee cases, maintain HR data in HRIS, support enterprise HR systems, collaborate with stakeholders, identify process improvements, and mentor junior staff (for Lead).

Provide customer support via phone, email, chat and social media; resolve inquiries, meet contact-center SLAs and satisfaction targets; complete required training, follow data-security/NDAs, attend coaching, and maintain perfect schedule adherence.

Manage identity and access administration across enterprise applications, directories, servers, email, and network resources. Handle account provisioning, modifications, reviews, revocations, onboarding, transfers, and offboarding while applying RBAC, security policies, approval workflows, segregation of duties, and GDPR requirements. Maintain SLA-based support, incident and service systems, audit readiness, and user access compliance.

Leads daily contact center operations by monitoring queues, service levels, ticket backlogs, and performance metrics. Coaches L1 and L2 agents, conducts quality audits, manages escalations, partners on training remediation, and improves employee engagement and retention. The role requires real-time staffing decisions, operational problem-solving, and supervision of a 10–15-person team in a voice-capable contact center or HR shared services environment.

Senior-level HR Shared Services role(s) supporting US payroll, payroll tax, benefits/compensation, compliance hotline, talent management and HR administration. Responsibilities include end-to-end payroll and tax filings, Workday and ADP operations, incident triage, data validation, year-end activities, mentoring junior staff, ensuring compliance with SLAs/KPIs, and driving process improvements. Night-shift, on-site in Chennai with rotational weekly offs.

Provide US-focused HR shared services including HR operations, Ask HR, payroll, payroll tax, compensation, benefits, and talent processes. Maintain HRIS data (Workday, ADP, ServiceNow, etc.), resolve complex employee cases, collaborate with cross-functional stakeholders, identify process improvements/automation, and mentor junior team members. Work US night shift from Chennai office.