About
About Us
Baker & Taylor is the leading supplier of library content, software and services to public and academic libraries in the U.S. Founded in 1828, Baker & Taylor began by binding and publishing books and later expanded into distributing books, originally by horse-drawn carriage. Since then, they have grown their focus and efforts to harness the power of technology and digitization to develop progressive and innovative services that promote the progress and success libraries worldwide.
Headquartered in Charlotte, N.C. (United States) , Baker & Taylor is an independent, privately held company with offices in Bridgewater, New Jersey & Ashland, Ohio and Warehouses in Commerce, Georgia & Momence, Illinois. Worldwide Baker & Taylor has operations/innovation centers in Australia, Scotland, UK & India.
Baker & Taylor India (Baker & Taylor IT Services India Pvt Ltd) is a Global Capability Center (GCC) for the entire Baker & Taylor group of companies providing Information Technology and Business Services. We manage multiple technology platforms and business support functions for our global stakeholders. Our mission is to partner with our Global teams so that they can help library partners inspire and serve their communities through literacy and learning.
Employee Benefits
Work with Veterans in the Industry
Flexible Work Schedules
Exclusive Healthcare Benefits
Inclusive Workplaces
Paid Leaves
Team
Meet our Leadership team
At Baker & Taylor India, we are team with exceptional talent and endless ambition, each with a unique background, education and set of experiences. Our strength lies in our people who are deeply passionate about delivering successful results. We are an organization built by our employees.

M S Kochar
Mentor Baker & Taylor IndiaWe Are Hiring
Current Openings
At Baker & Taylor, we strive to embrace the unique perspectives, experiences, and collective talent of our people. Together we celebrate a culture that facilitates and inspires lifelong learning. Join our mission to help our library partners inspire and serve their communities through literacy and learning.
We are devoted team players, collaborating to accelerate the sustainable transition. If you are looking for a workplace where you will develop and at the same time contribute to something meaningful, you have found the right place.
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01
Full Stack Developer
Responsibilities
- Responsible for the design, development, maintenance, and enhancements of Web and mobile application
- Attends Scrum meetings and provides updates/challenges to the work items.
- Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master
- Develops cross-platform applications using web technology (JavaScript, html, CSS/Less).
Skills and Qualifications:
- Bachelor’s and master’s degree in Technology or related field.
- 4-6+ years in front end for desktop and mobile.
Required:
- 4-6 years’ experience in Microsoft .Net Stack
- •ASP.NET 4.0
- •VB.NET 4.5
- •C#
- •.Net 4.5 and above including .Net core
- •ADO.NET
- •MVC
- • Azure PAAS service experience
- •Azure functions
- •Azure Service BUS
- •Azure Storage Account
- •Azure DevOps
- •Azure Search
- •Azure API management
- Experience in working with agile methodologies and environments
- Experience with Git or similar
- Web Services API/WCF, JavaScript/jQuery, CSS, HTML
- Databases – Cosmos, Mongo, SQL Server
- Experience in microservices
- Experience in creating unit tests
Preferred:
- Azure Dev Ops CI/CD experience
- Experience in an ETL environment
- SQL Experience
- Java Experience
- Experience in working on Linux operating system
- Experience in Drupal content management system
- KendoUI Framework
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02Software Developer
Responsibilities
- Be a part of the mobile & web application team responsible for design, development, maintenance, and enhancements.
- Should have ability to develop cross-platform applications using web technology (JavaScript, html, CSS/Less)
- Ensure the responsiveness and cross-browser compatibility of applications.
- Proficiency in Bootstrap, jQuery, Node.js, Angular for building responsive and interactive user interfaces.
- Actively participate in design and code reviews.
- Implement responsive design principles to ensure optimal user experience across various devices.
- Conduct testing and debugging to optimize application performance and resolve issues.
- Work iteratively to design, refine, and validate solutions. Using your design skills to create wireframes, storyboards, walkthroughs, and prototypes that communicate your design ideas.
Skills and Qualifications:
- Bachelor’s Degree or equivalent experience required.
- Proven experience as a Full Stack Developer or similar role.
- Proficient in HTML5, CSS3, Bootstrap, JavaScript, jQuery
- Proficient with OOPS Concepts
- Experience with working on Module Bundlers like webpack or Rollup
- Experience with working on package managers like yarn or npm.
- Solid understanding of browser developer tools and debugging techniques.
- Excellent collaboration and communication skills.
- Attention to detail and commitment to delivering high-quality work
Good to have:
- JavaScript Compilers
- Docker
- Service worker and Indexed DB Storage
- Lerna
- JavaScript testing framework
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03React Native Lead
Responsibilities
- Working as React lead for at least 5-7 years and currently working on React Native for last 4 years.
- You will be part of the web/mobile application engineering team responsible for designing and implementing technical solutions that will reach a massive scale.
- Contribute to the architecture and development of the Mobile application which can run on various devices using various operating systems (IOS, Android, Kindle, etc)
- You will build and enhance core tools that are needed to support development, testing, and integrations leading to Continuous Delivery
- Use your creative and innovation-driven mindset to articulate engineering design strategies related to scale, performance, security, and usability.
Skills and Qualifications:
- Minimum experience of 9-10years.
- 4-6 years of iOS and Android Mobile development Experience
- 3-5 years of experience with React Native.
- Previous experience as a team lead with a reputed organization for 3-4 years
- You feel at home in a test-driven, agile team.
- Proficiency with Object Oriented Design principles and patterns
- Must have Solid experience with JavaScript/css
- Solid technical communication skills with business partners and other engineering teams
- Experience using distributed version control systems, such as Git
- Experience with bug tracking software such as azure devops, Jira, Github, etc
- Proficiency with UNIX/Linux command line
- Experience in understanding different integration patterns and their usage during testing
- Experience with modern web technologies and NoSQL
- Experience with Notification hub and Platform Notification Services
Good to have:
- Experience with Car play apps
- Experience with Watch Apps
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04Content Specialist
Job Description
Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.
We are seeking a meticulous and detail-oriented Content Specialist with a strong focus on EPUB to join our team. The ideal candidate will have experience in content quality assurance, particularly in ensuring the accuracy, formatting, and functionality of EPUB files.
Responsibilities
- Checks on EPUB files to ensure they meet established standards for formatting, functionality, and content accuracy.
- Ensure EPUB files for compatibility across multiple devices and platforms, including e-readers, tablets, and smartphones.
- Identify, document & fix any issues or discrepancies, including formatting errors, broken links, incorrect metadata, and improper navigation.
- Collaborate closely with a cross functional teams to resolve issues and ensure content is delivered error-free.
- Conduct regression testing to ensure fixes and updates do not impact the overall functionality of the EPUB files.
- Stay updated with the latest EPUB standards and technologies to continuously improve the Quality of deliverables.
- Technical support to build our reading platforms and support e-book operations.
Skills and Qualifications:
- Bachelor’s Degree or equivalent experience required.
- Experience with HTML4, HTML5, and XHTML
- Experience with EPUB 2.1 and EPUB 3.x
- Extensive experience with CSS
- Strong experience in cross-browser support
- Experience with SMIL technology
- Experience with JavaScript
- Excellent collaboration and communication skills
- Attention to detail and commitment to delivering high-quality work.
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05Full Stack Developer (AWS)
Responsibilities
- Responsible for the design, development, maintenance, and enhancements of Web and mobile application
- Attends Scrum meetings and provides updates/challenges to the work items.
- Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master
- Develops cross-platform applications using web technology (JavaScript, html, CSS/Less).
Skills and Qualifications:
- Bachelor’s and master’s degree in technology or related field;
- 4-6+ years in front end for desktop and mobile
Required:
- 4-6 years’ experience in Microsoft .Net Stack
- • ASP.NET 4.0
- • VB.NET 4.5
- • C#
- • .Net 4.5 and above including .Net core
- • ADO.NET
- • MVC
- Experience in working with AWS
- Experience in working with agile methodologies and environments
- Experience with Git or similar
- Web Services API/WCF, JavaScript/jQuery, CSS, HTML
- Databases – SQL Server
- Experience in microservices
- Experience in creating unittests
Preferred:
- Azure Dev Ops CI/CD experience
- Experience in an ETL environment
- SQL Experience
- Java Experience
- Experience in working on Linux operating system
- Experience in Drupal content managementsystem
- KendoUI Framework
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06Customer Service Executive
Job Description
Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.
Position Overview
Serves as the primary internal contact for customers in resolving customer concerns and inquiries. "Ownership" of the customer and their satisfaction is the key responsibility of this position. Communicates verbally and in written form with customers, internal departments, and sales staff to accomplish customer requirements and customer service goals.
Responsibilities
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Customer Communication and Issue Resolution:
- Serve as the primary point of contact for customers, sales teams, and internal departments.
- Articulate and respond to inquiries via mail, and online communication within established timelines.
- Use initiative to resolve customer concerns, finding mutually beneficial solutions for both customers and the company.
Problem-Solving and Research:
- Research customer issues and perform root cause analysis to identify problems and necessary resolutions.
- Ensure timely order maintenance and reporting, including backorder status and focus reports, using multiple systems like SOP, Exeter, OEBT, etc.
Collaboration:
- Work with service center personnel to address customer feedback and ensure satisfaction.
- Collaborate with outside sales representatives to resolve issues and maintain good business relationships with customers.
Customer Profile Maintenance:
- Maintain and update customer profiles, including cataloging profiles in the BTMARC system, to ensure customer needs are met.
Service Level Agreements (SLAs) and Productivity:
- Adhere to department and personal Service Level Agreements, goals, and productivity standards.
Knowledge of B&T Products and Services:
- Stay informed about B&T products, services, and technology, including electronic services, to effectively meet customer needs and promote sales.
Order and Financial Management:
- Perform order entries in OEBT, including service replacements, bill-onlys, and advance billing.
- Manage fund accounting programs and assist customers in tracking fund spending and adhering to limits.
Standing Orders and Reports:
- Set up and maintain standing order profiles and provide customers with current reports. Address issues related to claimed titles.
Skills and Qualifications:
- Bachelor’s Degree or equivalent experience required.
- 0-3 years of experience in customer service.
- Proficient in Microsoft Office, Excel, Outlook and CRM software application experience required.
- Excellent collaboration and communication skills
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07 Cataloger I
Job Description
At Baker & Taylor, we are passionate about changing the world through literacy. We believe that education, access to content, and freedom to explore are essential. We are dedicated to supporting our library partners across the world who tirelessly provide resources to foster the imagination of future generations and improve outcomes in their communities. Librarians are our heroes and championing and supporting their work is our purpose.
Baker & Taylor is committed to embracing diversity, equity, and inclusion to create an environment that both celebrates and evolves through the unique experiences and contributions of all team members.
Responsibilities
As a copy cataloger, you will use B&T proprietary software to search multiple databases for a matching bibliographic record. Once a matching record is found, you will review the customer’s requirements and edit the record to apply the library’s local practices. This is partially achieved by activating a customer specific macro to apply standard account edits.
A full review of the record after the macro is initiated and then a second macro is run to create item records.
You will be responsible for reviewing the final record for accuracy before saving in the customer specific workspace.
All training for the role is done internally. No prior knowledge of marc records is required.
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Essential Duties and Responsibilities
- Search online catalogs to identify appropriate record.
- Interpret MARC record based on content for appropriate codes.
- Develop and execute SQL scripts for database management and automation tasks.
- Update record based on customer specific instruction by adding, deleting, and updating data elements in marc record.
- Create item level records based on customer requirements.
- Create label data.
- Maintain production metrics.
- Other duties as assigned by Supervisor.
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Required Skills & Experience
- BLIS/MLIS with Internship
- Ability to read and interpret documents
- Strong PC skills; well versed in Microsoft Office programs, including Outlook, Word, and Excel
- Strong writing, interpersonal, and communication skills
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Essential Duties and Responsibilities
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08 Manager, Enterprise Infrastructure
Job Description
The Manager, IT Infrastructure, leads the Baker & Taylor IT BTI department and is responsible for multiple cross function areas, consisting of internal resources in the primary areas of End User Services (desktop and laptop support) and the Service Desk. Additional team members will consist of senior analysts in Cloud Services, Windows Server and Storage Services, Server Backups (Cloud and On-Prem), and Networking Services. These members will act as liaisons between the overall Baker & Taylor IT Department and the external IT Service Vendors who provide these services. This position will report to the Director, Enterprise Infrastructure Technology End User Services, with dotted-line reporting to the VP of Enterprise Infrastructure Technology and the Directors of Networking and End User Services for the Subject Matter Expert roles.
This role will maintain and continue to develop the company-wide IT operations framework leveraging ITIL standardbased methodologies while overseeing and improving well-defined processes in place to facilitate high-quality, costeffective IT services and support and effective measurements of services delivered. This role collaborates with all IT leadership teams as a strategic partner to provide in-depth technical expertise to support business decisions and strategic direction.
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Essential Duties and Responsibilities
The following statements describe the general nature of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by management.
- Lead and manage the IT infrastructure team, ensuring timely and effective execution of projects and daily operations.
- Develop, implement, and maintain IT infrastructure strategies that align with business objectives and support scalability, performance, and security.
- Oversee the management of hardware, software, networks, and data centers, ensuring optimal uptime and performance.
- Ensure system and network security through appropriate firewalls, encryption, backups, and other security protocols.
- Manage and optimize cloud services, virtualization, and on-premise infrastructure
- Collaborate with other departments to plan and execute IT initiatives and technology upgrades.
- Develop disaster recovery and business continuity plans to minimize downtime during unexpected disruptions.
- Manage IT infrastructure budgets and control costs while optimizing resource allocation.
- Evaluate and recommend new technology, tools, and infrastructure improvements to meet evolving business needs.
- Monitor and report on the performance of IT systems, identifying areas for improvement.
- Ensure compliance with industry standards, regulations, and company policies.
- Establish and maintain vendor relationships, negotiating contracts and service level agreements (SLAs) as needed.
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End User Services / Service Desk Management, Leadership, and Governance
- Management of End User Services team which performs various functions as described below
- Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (i.e. TeamViewer, GoTo, or Remote Desktop Protocol).
- Provide remote assistance to users for hardware, software, or network issues. This will involve answering calls, emails, and tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
- Maintain corporate desktop software suite, including antivirus software administration and IP phone system account management.
- Responsibility for timely management of On-boarding and Off-boarding employee AD accounts (Azure Entra ID \ Microsoft AD).
- Incident Management: creation and management of tickets (complete manipulation of tickets including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
- Service Request Management: handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
- Problem Management: identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents.
- Knowledge Management: creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
- Ticket Prioritization & Escalation: prioritization of tickets based on urgency and impact and escalation of unresolved issues in a timely manner.
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IT Service Area Team Management, Leadership, and Governance
Management of several team member that provide strategic direction, cost analysis, problem triage and prevention, and liaison support to the external service providers:
- Cloud Services: ~300 Azure VMs and PaaS environments, storage management, user access control (RBAC), Veeam backup, log analysis
- Windows Server and Storage: ~100 VMS and physical servers and storage across 4 U.S locations, backup restores, Active Directory user accounts, domain policy management, data protection
- Network Services: Cisco CCNA/CCNP, BGP Multihoming, DHCP, DNS, NTP, SFTP/FTP, SDWAN for OnPrem and Cloud, UCaas/VOIP, Extreme/Aerohive Wi-Fi, Out-of-band/iLo, SPAN/PCAP for Packet Captures, Network Monitoring and Security
- Server Backups: Veeam (Azure) and Backup Exec and Netbackup (On-Prem): Policies, Schedules, Restores, Error Handling (working with Cloud or WinTel Team)
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IT Cross Function Management, Leadership, and Governance
- Oversee the implementation and maintenance of the CMDB (Configuration Management Data Base) asset management system, including all cloud resources, servers, desktops, network equipment, warehouse systems, etc.
- Produce all reports and analyses for the Change Approval Board (CAB) and Major Incident Management (MIM) processes, extracting this information from the ServiceNow system.
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Supervisory Responsibilities
- Perform supervisory responsibilities per the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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Required Skills & Experience
- Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience (7+ years) in IT support, with at least 3 years in a leadership role.
- ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
- In-depth knowledge and experience with End User desktop/laptop support; Cloud Services, Network Services, and Windows Servers and storage.
- Ability to multi-task and organize activities to meet specific goals set by management.
- Ability to effectively present information and respond to questions from groups of managers, customers, coworkers, and general users.
- Excellent communication and organizational skills including senior level reporting on key project status and issues.
- Ability to maintain effective working relationships with employees, department staff, vendors, and customers
- Demonstrated ability to be resourceful, and work effectively as a team player
- Service-oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience
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Essential Duties and Responsibilities
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09 End User Services Lead
Job Description
As an End User Services Lead your responsibilities will be overseeing and managing the delivery of IT Support and Services to end users within Baker & Taylor. This role involves leading a team of technicians, ensuring high-quality support for end-user hardware, software, and network issues, and maintaining service level agreements (SLAs). The Lead coordinates daily operations, resolves complex technical problems, and works to improve end-user experience and satisfaction. Additionally, they may be responsible for training staff, developing support documentation, and implementing best practices for user support processes. The role typically requires strong technical knowledge, leadership skills, and experience in IT service management. The role also involves an in-depth knowledge of ServiceNow Ticketing, Cross tier support, Professional level of support, Performing system(s) maintenance, and Rapid Adaptation of new technology.
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Leadership Responsibilities
- Lead, mentor, and motivate a team of End User Services / Service Desk support technicians.
- Assign tasks, set priorities, and ensure work is completed in accordance with service level agreements (SLAs).
- Conduct performance reviews, provide ongoing training, and foster professional development.
- Oversee and manage the resolution of complex technical issues affecting end users, ensuring high-quality customer service.
- Ensure proper handling of incidents and service requests through ticketing systems, maintaining accurate records of all support activities.
- Provide tier support for advanced or critical issues.
- Develop and maintain service management processes (incident management, problem management, request fulfillment, etc.).
- Monitor and report on performance metrics, identify areas for improvement, and drive continuous improvement in support operations.
- Implement and enforce IT policies, procedures, and best practices to ensure efficient and effective end-user support.
- Work closely with other IT teams (wintel, network, backup, systems, security, etc.) to resolve cross-functional issues.
- Collaborate with stakeholders to understand user needs, provide feedback on technology solutions, and ensure alignment with business goals.
- Communicate clearly with team and end users (where applicable), ensuring they are informed about issue resolution timelines, system updates, and outages.
- Develop and maintain knowledge base articles, troubleshooting guides, and training materials for both users and support team members.
- Train Team members and end users on new software, tools, and processes to enhance productivity and ensure efficient use of technology.
- Oversee the configuration, installation, and maintenance of end-user devices (PCs, laptops, mobile devices, etc.).
- Manage the deployment of software updates, patches, and system upgrades for end-user devices.
- Ensure security protocols are followed by the Team to protect the organization’s data and systems.
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Core Responsibilities
- Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (like TeamViewer, GoTo, or Remote Desktop Protocol).
- Provide remote assistance to users for hardware, software, or network issues. This will involve answering calls, emails, tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
- Identify and resolve IT-related problems, such as software errors, operating system errors, system failures, and hardware malfunctions.
- Maintain corporate desktop software suite, including antivirus software administration and IP phone system account management.
- Maintain\Install current images\applications for all workstations.
- In some cases, assist users troubleshoot issues with their physical hardware remotely. Guide
users through basic diagnostics, such as checking cables, device status, or running hardware
diagnostic tools.
- o Walk users through troubleshooting steps, providing instructions on how to resolve their issues independently if applicable (e.g., installing software, adjusting settings).
- Quickly identify and resolve issues to minimize downtime. This could range from a simple password reset to more complex software conflicts or Workstation\Network outages.
- Capability of diagnosing and resolving system problems in coordination with other technical team members from other IT departments.
- o Escalate technical issues to appropriate IT and business personnel and participate in troubleshooting of issues and testing of solutions.
- Working independently on most tasks, use sound judgment while making decisions to solve anomalous types of non-routine technical issues.
- Ability to multi-task and organize activities to meet specific goals set by management
- Ability to write business correspondence to customers relating to issue status, and department-based notifications
- Set up, manage, and monitor user accounts, permissions, and access rights across systems (Azure Entra ID \ Microsoft AD) and applications.
- Knowledge of scripting (e.g., PowerShell, Python, Bash)
- Create and maintain internal documentation for troubleshooting guides, system configurations, and software installations.
- Analyze and identify trends and / or repetitive problems and devise permanent solutions with documentation.
- Maintain online documentation repository of operational procedures. Create new procedures as needed.
- ITIL Framework: Strong understanding of ITIL processes such as Incident Management, Problem Management, Change Management, and Service Request Management, with hands-on experience in (1) extracting reports and data from ServiceNow and (2) implementing these processes in ServiceNow.
- Proficiency within ServiceNow service desk software for managing incidents and service requests.
- Efficiently Manage Team to prioritize a high volume of service requests, ensuring timely resolution based on urgency and impact.
- Incident Management: Expertise in creating, management of ticket (complete manipulation of ticket including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
- Service Request Management: Experience with handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
- Problem Management: Ability to identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents
- Knowledge Management: Proficient in creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
- Ticket Creation & Assignment: Expertise in logging, categorizing, and assigning incidents and service requests to appropriate support groups or individuals.
- Ticket Prioritization & Escalation: Ability to prioritize tickets based on urgency and impact and escalate unresolved issues in a timely manner
- SLA Management: Familiar with managing Service Level Agreements (SLAs), ensuring that ticket resolution meets predefined timelines.
- Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.
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Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- Proven experience (5+ years) in IT support, with at least 2 years in a leadership or supervisory role.
- Experience with cloud-based technologies and enterprise-level IT environments.
- ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
- Microsoft Intune Experience (preferred)
- Strong PC Skills including familiarity with PC settings and functions, various browsers, Microsoft Operating systems and products such as: Microsoft Windows, Microsoft Word, Excel, and Apple IOS.
- Ability to multi-task and organize activities to meet specific goals set by management.
- Ability to effectively present information and respond to questions from groups of managers, customers, coworkers and the general users.
- General networking knowledge, including protocols and infrastructure equipment
- Ability to troubleshoot basic PC software and hardware problems
- Excellent communication and organizational skills
- Ability to maintain effective working relationships with employees, department staff, vendors, and customers
- Effective verbal and communication skills
- Demonstrated ability to be resourceful, and work effectively as a team player
- Service oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience
- Must work varying shifts and hours as required.
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Leadership Responsibilities
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10 End User Service Representative
Job Description
The End User Services and Service Desk role is responsible for providing technical support and assistance to end users, ensuring seamless operation of hardware, software, and end-user network systems. This includes troubleshooting and resolving IT-related issues, responding to service requests, and delivering excellent customer service via phone, email, or in-person interactions. The role also involves an in-depth knowledge of ServiceNow Ticketing, Cross tier support, Professional level of support, Performing system(s) maintenance, and Rapid Adaptation of new technology. One of many goals in this position is to enhance user productivity by addressing technical challenges promptly and efficiently while maintaining high levels of user satisfaction.
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Key Roles and Responsibilities
- Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or end-user network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (like TeamViewer, GoTo, or Remote Desktop Protocol).
- Provide remote assistance to end-users, including answering calls, emails, tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
- Identify and resolve IT-related problems, such as software errors, operating system errors, system failures, and hardware malfunctions
- Maintain corporate desktop software suite, including antivirus software administration and IP phone system user account management.
- Maintain\Install current images\applications for all workstations.
- In some cases, you may help users troubleshoot issues with their physical hardware
remotely. You may guide users through basic diagnostics, such as checking cables, device
status, or running hardware diagnostic tools.
- o Walk users through troubleshooting steps, providing instructions on how to resolve their issues independently if applicable (e.g., installing software, adjusting settings).
- Quickly identify and resolve issues to minimize downtime. This could range from end-user password reset to more complex software conflicts or Workstation\Network outages.
- Capability of diagnosing and resolving system problems in collaboration with other technical
team members from other IT departments.
- o Escalate technical issues to appropriate IT and business personnel and participate in troubleshooting of issues and testing of solutions.
- Work independently on tasks, using sound judgment while making decisions to solve anomalous / non-routine technical issues.
- Ability to multi-task and organize activities to meet specific goals set by management.
- Ability to write business correspondence to customers relating to issue status, and department-based notifications.
- Set up, manage, and monitor user accounts, permissions, and access rights across systems (Azure Entra ID \ Microsoft AD) and applications.
- Scripting/Automation:
- o Write scripts (e.g., PowerShell, Python, Bash) to automate repetitive tasks such as software deployment, system maintenance, profile updating, etc.
- Document Procedures:
- Create and maintain internal documentation for troubleshooting guides, system configurations, and software installations.
- Analyze and identify trends and / or repetitive problems and devise permanent solutions with documentation.
- Maintain online documentation repository of operational procedures. Create new procedures as needed Incident and Request Ticketing Management:
- ITIL Framework: Strong understanding of ITIL processes such as Incident Management, Problem Management, Change Management, and Service Request Management, with hands-on experience in implementing these processes in ServiceNow
- Proficiency within ServiceNow service desk software for managing incidents and
service requests.
- ▪ CIS\CSA Preferred
- Efficiently manage and prioritize a high volume of service requests, ensuring timely resolution based on urgency and impact.
- Ability to handle multiple requests simultaneously while maintaining high-quality support.
- Incident Management: Expertise in creating, management of ticket (complete manipulation of ticket including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
- Service Request Management: Experience with handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
- Problem Management: Ability to identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents.
- Knowledge Management: Proficient in creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
- Ticket Creation & Assignment: Expertise in logging, categorizing, and assigning incidents and service requests to appropriate support groups or individuals.
- Ticket Prioritization & Escalation: Ability to prioritize tickets based on urgency and impact and escalate unresolved issues in a timely manner.
- SLA Management: Familiar with managing Service Level Agreements (SLAs), ensuring that ticket resolution meets predefined timelines.
- Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.
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Qualifications
- ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
- Microsoft Intune Experience (preferred)
- Strong PC Skills including familiarity with PC settings and functions, various browsers, Microsoft Operating systems and products such as: Microsoft Windows, Microsoft Word, Excel, and Apple IOS.
- Ability to multi-task and organize activities to meet specific goals set by management.
- Ability to effectively present information and respond to questions from groups of managers, customers, coworkers and the general users.
- General networking knowledge, including protocols and infrastructure equipment
- Ability to troubleshoot basic PC software and hardware problems
- Excellent communication and organizational skills
- Ability to maintain effective working relationships with employees, department staff, vendors, and customers
- Effective verbal and communication skills
- Demonstrated ability to be resourceful, and work effectively as a team player
- Service oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience
- Must work varying shifts and hours as required.
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Key Roles and Responsibilities
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11 Cloud Infrastructure Senior Analyst
Job Description
Azure Subject Matter Expert is responsible for the day-to-day oversight of the Microsoft Azure cloud environments, including provisioning, configuring, monitoring, and maintaining various Azure services and resources, ensuring the smooth operation of cloud-based solutions, while also implementing security measures and managing user access to protect data and comply with regulations; key responsibilities include managing storage, implementing security controls, monitoring resource usage, maintaining user accounts, and ensuring data backups are properly configured. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides Cloud Services
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Key Roles and Responsibilities
- Resource Management: Provisioning, managing, and monitoring Azure resources, including virtual machines, storage accounts, VNETs, databases
- Storage Implementation: Implementing and managing storage solutions, including data redundancy, archiving, and backup strategies.
- PaaS Experience: Experience with Web Apps, Functions, APIM and Secure Endpoints
- Security Management: Implementing and enforcing NSG security policies, managing user access controls, and monitoring for potential security threats.
- Monitoring and Logging: Actively monitoring Azure resources using Azure Monitor, analyzing logs, and setting up alerts for critical events
- Cost Optimization: Analyzing resource usage and optimizing cloud costs by identifying areas for improvement.
- User Management: Creating and managing user accounts, assigning appropriate Azure roles based on access requirements, and managing user permissions.
- Networking Configuration: Designing and managing network infrastructure, including virtual networks, subnets, and network security groups.
- Backup and Recovery: Implementing data backup strategies, testing recovery processes, and ensuring data availability in case of emergencies.
- Compliance Management: Ensuring that Azure deployments adhere to relevant compliance regulations and standards.
- Automation: Implementing automation scripts using Azure PowerShell or Azure CLI to streamline repetitive tasks.
- EOL planning: Track the life-cycle of current and future resources to ensure recommended replacements are reviewed and tested prior to the End-of-Life of current resources
- Troubleshooting and Performance Optimization: Ability to diagnose and resolve issues in cloud-based infrastructure, including monitoring performance and applying optimizations.
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Key skills:
- Deep understanding of Azure services and features
- Expertise in Azure CLI and PowerShel
- Networking knowledge including routing, firewalls, and load balancing
- Experience with security best practices and identity management
- Familiarity with cloud monitoring and logging tools
- Understanding of infrastructure as code (IaC) principles
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Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or a related field is typically required. Some employers may accept relevant work experience in lieu of a degree.
- Years of Experience: Typically, 5-7+ years in cloud infrastructure or cloud support roles, with at least 2-3 years in a leadership or supervisory role.
- Cloud Platforms: Strong experience with cloud platforms like AWS, Microsoft Azure, Google Cloud, or others.
- o Certifications such as Microsoft Certified: Azure Solutions Architect Expert, and AWS Certified Solutions Architect are highly desired.
- Cloud Services and Tools: Proficiency with cloud management tools (e.g., Terraform, Kubernetes, Docker) and cloud-native services (e.g., EC2, S3, Lambda, Azure Functions, GKE).
- Networking: Understanding of networking fundamentals in cloud environments (e.g., VPCs, load balancers, DNS, VPNs).
- DevOps Tools & Automation: Experience with CI/CD pipelines, infrastructure automation, configuration management tools (Ansible, Chef, Puppet), and scripting (Bash, Python, etc.).
- Team Management: Previous experience leading or mentoring a team of cloud support engineers or technical support staff.
- Customer Support: Experience managing client-facing interactions, ensuring technical issues are resolved promptly and professionally.
- Communication: Strong communication skills to explain complex technical issues to non-technical stakeholders and collaborate effectively with internal teams and customers.
- Incident Management: Experience handling cloud incidents, outages, and escalations in a support or operations context.
- Project Management: Ability to oversee and manage cloud migration projects or cloud infrastructure deployments.
- Problem-Solving: Strong analytical skills to troubleshoot complex cloud infrastructure issues.
- Adaptability: Ability to adapt to rapidly evolving technologies in the cloud space and continuously improve support processes.
- Collaboration: Ability to work across teams to provide optimal support solutions.
- Experience with cloud security practices and tools.
- Knowledge of ITIL or other IT service management frameworks.
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Key Roles and Responsibilities
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12Network Senior Analyst
Job Description
The Network Senior Analyst will be responsible for ensuring the stability, performance, and security of our organization's network devices. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides Network Services, configuring, managing, and troubleshooting network devices, monitoring performance, and supporting the network needs of all employees.
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Key Roles and Responsibilities
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Network Configuration & Management:
- Install, configure, and maintain local area networks (LANs), Wi-Fi (WLAN) and wide area networks (WANs)
- Manage and configure Cisco routers, switches and other network devices.
- Support our SDWAN appliances to ensure high availability to critical applications
- Manage and configure our Wi-Fi access points and ensure OS is staying up to date and identifying rogue access points and SSIDs
- Support UCaaS voice platform to ensure call quality and stability for our end users
- Implement and maintain network protocols, including BGP, TCP/IP, UDP, DNS and DHCP
- Diagnose and resolve network-related issues, including connectivity problems, slow network speeds, and network outages.
- Maintain and verify that the out-of-band appliances are properly configured and tested
- Utilize packet sniffer software to isolate connectivity issues
- Provide technical support to application teams and end-users regarding network-related issues.
- Monitor network performance and device up-times to ensure high availability and reliability of services.
- Use network monitoring tools, packet captures and network scans to proactively detect and address network performance issues.
- Maintain network documentation, including network diagrams, IP address schemes, configurations, and change logs.
- Update network interface descriptions for all Servers and critical devices on the network, to ensure rapid identification and resolution during outages
- Prepare regular reports on network performance, incidents, and improvements for management.
Troubleshooting & Support:
Network Performance Monitoring:
Documentation & Reporting: -
Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or related field (or equivalent experience).
- Experience:
- o Minimum of 5+ years of experience as a Network Engineer.
- o Hands-on experience with network hardware, such as routers, switches, wireless access points and VoIP/UCaaS solutions
- o Proven experience with troubleshooting principles, methodologies, and issue resolution techniques for network infrastructure.
- o In depth knowledge of networking protocols (BGP, TCP/IP, UDP, DNS, DHCP, etc.) and network monitoring tools.
- Certifications:
- o CompTIA Network+, Cisco CCNA, or similar networking certifications are preferred.
- o Cisco Certified Network Professional (CCNP) or equivalent advanced certifications is a plus.
- Skills:
- o Strong troubleshooting and problem-solving skills.
- o Excellent understanding of network security practices.
- o Ability to communicate ideas in both technical and user-friendly language to collaborate with team members and end-users.
- o Effectively prioritize and execute tasks during high-level outages
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Key Roles and Responsibilities
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13WinTel Senior Analyst
Job Description
Windows Server Support Administrator is primarily responsible for managing, maintaining, and troubleshooting Windows-based servers, including installing updates, configuring security settings, monitoring performance, backing up data, and resolving system issues, while ensuring the smooth operation and security of the server environment. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides WinTel Services.
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Key Responsibilities
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Server Installation and Configuration:
- Installing and configuring new Windows servers, managing operating system updates, and applying necessary patches and upgrades
- Continuously monitoring server performance metrics like CPU usage, memory utilization, disk space, and network bandwidth to identify potential bottlenecks and proactively address issues.
- Implementing and maintaining security policies on servers, including user access controls, firewall configurations, antivirus software updates, and vulnerability management.
- Performing regular data backups and ensuring the functionality of backup systems to recover data in case of system failures or disasters. Troubleshooting and Problem-Solving:
- Diagnosing and resolving server-related issues, including application errors, hardware failures, network connectivity problems, and user access issues. User Account Management:
- Creating, managing, and modifying user accounts and permissions on servers. Patch Management:
- Applying critical security patches and updates to the Windows operating system and server applications in a timely manner. Disaster Recovery Planning:
- Participating in the development and testing of disaster recovery plans to ensure business continuity in case of major system outages. Application Support:
- Providing technical support for applications running on Windows servers, including troubleshooting application-specific issues. System Monitoring and Logging:
- Reviewing system logs to identify potential issues and trends, analyzing server activity for security concerns. On-Call Support:
- Participating in on-call rotations to address urgent server issues outside of regular business hours.
Performance Monitoring:
Security Management:
Backup and Recovery: -
Required Skills:
- Expertise in Windows Server operating systems (including Active Directory, DNS, DHCP)
- Strong understanding of network protocols and concepts
- Proficiency in system administration tools and utilitie
- Experience with backup and recovery solutions
- Knowledge of security best practices and threat mitigation strategie
- Excellent troubleshooting and problem-solving skills
- Ability to work independently and as part of a team
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Key Responsibilities
News
News And Articles
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• Express Computer (The Indian Express Group) - Empowering digital libraries and publishing: Unveiling a new chapter in literary access and innovationFebruary 27, 2024
Amandeep Kochar expressed his point of view on Empowering digital libraries and publishing. Click to read the entire article..Read More...
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• CXO Today - 10 skills you must know to survive in the workplace in 2024February 26, 2024
Jagdeep Kochar, Managing Director (Baker & Taylor India) talks about Top 10 workplace Skills for 2024.Read More...
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• The Economic Times - Digital reading has transformed the library businessFebruary 12, 2024
In an interaction with ET Digital, President & Group CEO Amandeep Kochar explains how libraries are themselves transitioning to cater to the digital generation.Read More...
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• CXO Today - B & T: Pioneering Library Evolution in the Digital Age with Adaptive Strategies and Technological InnovationJanuary 24,2024
In an exclusive interview with CXOToday, Amandeep Kochar, President & Group CEO of Baker & Taylor spoke about how Baker & Taylor is Pioneering Library Evolution in the Digital Age with Adaptive Strategies and Technological Innovation. Read the entire interview..Read More...
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• CEO Insights - Revolutionizing Libraries: A Tech-Infused Journey in the Digital AgeJanuary 24,2024
In an interaction with CEO Insights India magazine, Amandeep Kochar ( President & CEO, Baker & Taylor) quotes "Striking the right balance entails crafting an environment where cutting-edge technologies seamlessly integrate with the enduring practices that define the heart of libraries." Click to read the excerpts from the interaction...Read More...
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• Techiexpert - Digital Technologies are Key to Success for library experience – Baker & TaylorJanuary 12,2024
In an exclusive interview with Techiexpert, Amandeep Kochar, President & Group CEO ( Baker & Taylor Group) atlks about Baker & Taylor and how Digital Technologies are Key to Success for library experience. Read the entire interview..Read More...
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• Silicon India - GCCs and Talent Acquisition: Nurturing the Next Generation of Skilled ProfessionalsJanuary 08,2024
Jagdeep Kochar, Managing Director, Baker & Taylor India talks about GCCs and Talent Acquisition.Read More...
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• Financial Express - Empowering education; the integration of physical library and e-booksJanuary 07,2024
Amandeep Kochar, President & Group CEO ( Baker & Taylor Group) gives his POV on the integration of physical library and e-books.Read More...
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• Dataquest - Digital age presented new horizons, and we embraced this era with forward-thinking approach: B & TDecember 14,2023
Dataquest interviewed Amandeep S. Kochar, President and Group CEO, Baker & Taylor Group of Companies,Read More...
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• Publishers Weekly - Two Years After Buying Baker & Taylor, Aman Kochar Considers Its MissionDecember 08,2023
Amandeep Kochar, President & CEO, Baker & Taylor Group of Companies talks about how B&T employees are “reimagining” the way B&T supports its library and educational partners, with the goal of creating a company where libraries know they can get books but also “the best of breed software and content solutions. Read the entire cover story published by Publishers Weekly Read More...
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• Business Manager - Impact of Cultural Diversity in GCCs on InnovationDecember 05,2023
Jagdeep Kochar, Managing Director - Baker & Taylor India talks about how Modern Day Global Capability Centers have transformed into epitome of Innovation, promoting Cultural Diversity. Read the entire point of View Read More...
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• CXO Today - India’s Competitive Edge: Unlocking Growth of Tech Businesses in 2030 with Global Capability CentersNovember 28,2023
Jagdeep Kochar, Managing Director, Baker & Taylor India talks about India's competitive edge in Global Capability Center's. Read his entire view pointRead More...
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• Trak. in - Exclusive Interview with Amandeep Kochar, President & Group CEO, Baker & Taylor Group of CompaniesNovember 24,2023
Amandeep Kochar talks about Baker & Taylor GCC, Make in India among other topics. Read the entire interviewRead More...
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• Asia Business Outlook - GCCs And Emerging Markets: Fostering Cross-Border CollaborationNovember 6,2023
Amandeep Kochar, President & Group CEO, Baker & Taylor speaks about GCCs and cross-border collaborations. Read his detailed viewpointRead More...
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• India Today - From pages to pixels: How e-libraries are changing the way we learnOctober 9,2023
Amandeep Kochar (President & Global CEO, Baker & Taylor Group of Companies) speaks with India's most respected and diversified media conglomerate India Today on how digital libraries, or e-libraries, have transformed the way we interact with knowledge and literature, making it more accessible and engaging through digital devices.Read More...
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• Financial Express - E-books are making libraries more accessibleSep 25, 2023
E-books making libraries more accessible" - Amandeep Kochar in an interview with Financial Express (India)Read More...
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• The Statesman - E-books and accessibility: Bridging the gap for diverse library usersSep 19, 2023
Amandeep Kochar (President & Group CEO, Baker & Taylor Group) talks about bridging the gap for diverse library users.Read More...
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• The Statesman - E-books and accessibility: Bridging the gap for diverse library usersSep 19, 2023
Amandeep Kochar (President & Group CEO, Baker & Taylor Group) talks about bridging the gap for diverse library users.Read More...
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• The Hans India - Adapting creative methods to evolve readers’ interests through technological advancesSep 10, 2023
Amandeep Kochar ( Group CEO, Baker & Taylor Group of Companies) talks about Adapting creative methods to evolve readers’ interests through technological advances.Read More...
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• Silicon India - The Rise of India's Tech Talent in the GCCSep 2, 2023
Catalysts, Impact, and Future Trends Jagdeep Kochar ( Managing Director, Baker & Taylor India) talks about Rising Tech Talent at Global Capability Centers.Read More...
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• Financial Express - From reader to creator; how books nurture and enhance creativityAug 15, 2023
"Books can change readers from passive consumers of information into active creators by helping them develop critical thinking abilities, stimulating creativity, and providing inspiration." - Amandeep Kochar ( Group CEO, Baker & Taylor Group of Companies). Read More...
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• The Pioneer - Enhancing the library sector scene in India.Aug 12, 2023
Amandeep Kochar, Group CEO Baker & Taylor talks about Baker & Taylor's GCC in India holding immense significance in driving Baker & Taylor’s global operations and long-term growth strategy. Read More...
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• SugerMint interviews Amandeep Kochar, President & Group CEO of Baker & Taylor.Aug 11, 2023
An exclusive interview with Amandeep Kochar, President & Group CEO of Baker & Taylor, a well-known distributor of books & digital content. Read More...
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• The Pioneer - Advent of digital technologies - Key to success in today’s evolving library environment.Aug 06, 2023
Amandeep Kochar, President & Group CEO of Baker & Taylor talks about Innovation & Digital Technologies in today's evolving library environment. Read More...
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• Times Now News - This company is developing technology solutions for the library sector worldwide. Jul 24, 2023
Times Now correspondent sat with Amandeep Kochar to talk about how Baker & Taylor is using Technology and alignment with Make in India initiative. Read More...
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• The Daily Guardian: Digital Collaboration and Knowledge sharing Jul 24, 2023
Fostering connectivity in the library sector by Amandeep Kochar, Click here to read the entire article. Read More...
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• Hindustan Times - How can new tech help expand library services Jul 19, 2023
Amandeep talks about how new tech is helping expand library services with some of the innovations being done in that space. Read More...
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• The Daily Guardian - Unveiling the Future : How cutting edge Jul 10, 2023
technology is revolutionizing the world of books; Date: 10th July; Amandeep talks about How cutting edge - technology is revolutionizing the world of books. Read More...
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• Zee News - Even in the Digital Age, Physical Books Remain People's First Choice Jul 9, 2023
Amandeep Kochar, President & CEO Baker & Taylor Group expressed his views on the trend of traditional printed books being favored in education, despite the global trend towards digitalization. Read More...
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• SME Street interviews President & CEO of Baker & Taylor Group Jul 6, 2023
Amandeep talks about the new era of libraries, Customer brand Engagement, setting up a GCC in India, Make in India & innovative platforms which are transforming libraries and the way their patrons consume the content. Read More...
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• CXO Today - Baker & Taylor CEO Reveals Key Leadership Principles and Philosophies for Success July 3, 2023
Amandeep talks about Key Leadership Principles and Philosophies for Success in an exclusive with CXO Today. Read More...
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• Express Computer - How are companies using technology to streamline solutions for clients/consumers Jun 29, 2023
Amandeep's thoughts were captured by the writer as "“As a company at the forefront of content, education, and technology, our focus lies in three key layers for a successful customer experience: Discovery, Personalisation, and Delivery. We employ QR codes and native app features such as push notifications for discovery, ensuring that even non-users can effortlessly explore our offerings. Our commitment to personalisation is driven by sophisticated machine learning algorithms that enable our B2B customers to procure content efficiently, while our end customers benefit from tailored recommendations that resonate with their lives. In terms of delivery, simplicity and reliability take center stage. With just one tap, our end customers can access their ebooks, e-newspapers, and video books, seamlessly picking up where they left off. We go beyond mere access by providing engaging options such as reading encouragement, badges, note-taking capabilities for research purposes, and even the flexibility to listen to content when reading isn’t feasible. We are dedicated to empowering, enlightening, and captivating our customers. Through our unwavering commitment to these three layers, we strive to redefine the customer experience and deliver unparalleled value in our ever-evolving industry." Read More...
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• CNN News18 - From Reader to Creator: How Books Nurture and Enhance Creativity Jun 23, 2023
Amandeep's comments were captured by the writer as “Reading opens doors to three key dimensions that directly influence creativity. Firstly, it allows us to learn from the rich tapestry of others’ lived experiences, inspiring us to adapt and foster incremental and adjacent ideas. Through the pages of books, we gain wisdom and perspectives that ignite our own creative thinking,” Read More...
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• CEO Magazine interviews Baker & Taylor President and CEO Amandeep Kochar Apr 19, 2022
Baker & Taylor President and CEO Amandeep Kochar discusses the past, present, and future of Baker & Taylor and the company's role in the book industry. Read More...
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• More Than Books - By Amandeep Kochar Feb 1, 2022
Baker & Taylor President and CEO Amandeep Kochar details five key roles libraries play in improving the communities in which they serve. Read More...
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