IT Support

Publicis Resources; Bengaluru; Híbrido; INR 1 200 000 - 2 500 000; Tempo integral

Resumo da oferta

Publicis Resources is seeking a Major Incident Management professional to lead and coordinate restoration efforts for high-priority incidents. The role requires triage, collaboration with multiple teams, and governance of problem management to ensure timely closures.

The ideal candidate has a Bachelor's degree, 3+ years in Major Incident management, and strong communication, analytical, and project management skills, including ITIL knowledge. Shift work and fast-paced environments are expected.

Qualificações

• Bachelor's degree required.
• ServiceNow knowledge.
• Minimum 3 years in Major Incident management.
• Strong communication and analytical skills.
• Experience in project management is a plus.
• ITIL v3 or v4 Foundation certification.
• Ability to work in a 24x7 shift model.

Responsabilidades

• Assess incident impact and urgency with stakeholders.
• Own and manage restoration of high-priority incidents.
• Perform initial triage and assemble resources for major incidents.
• Lead Major Incidents until resolution.
• Document troubleshooting steps in the ticketing tool.
• Manage business notifications and escalations.
• Initiate problem records and coordinate root-cause analysis.
• Coordinate emergency production changes.
• Drive governance for problem management and timely closures.
• Prioritize multiple unresolved problems and communicate updates.
• Collaborate to ensure delivery consistency and process improvements.
• Define scope, plan, track and monitor project progress; share updates with leadership.
• Promote project management best practices.

Conhecimentos

Communication skills

Interpersonal skills

Analytical skills

Problem solving

Multitasking

Active listening

Decision making

Pressure handling

Project management

ITIL knowledge

Formação académica

Bachelor's Degree

Ferramentas

ServiceNow

Descrição da oferta de emprego

Role & responsibilities

• Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
• Own and manage the service restoration process of high-priority incidents.
• Completing initial triage of the issue, assembles the resources necessary to achieve the resolution of Major Incidents
• Responsible for leading and driving Major Incidents until resolved.
• Document troubleshooting efforts performed by various resources in the ticketing tool.
• Manage business notifications and escalations as per the process
• Initiate a problem record / coordinate with functional teams for root cause analysis or a permanent fix
• Coordinate emergency changes required to fix production impacting or production at risk situations
• Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated, and closed in a timely manner
• Prioritizing and managing several unresolved problems at the same time
• Communicating with functional teams and leadership through various channels (e.g., phone, email, chat) until their technical issues get resolved
• Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement Define scope, develop plan, track and monitor progress for the projects assigned Share regular project updates and status with leadership and relevant stakeholders. Drive process improvements and promote project management best practices.

Preferred candidate profile

• Bachelors Degree
• ServiceNow knowledge
• Minimum 3 years of relevant experience in Major Incident management.
• Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees
• Experience in project management is preferred and will be an added advantage
• Excellent communication and multitasking skills
• Active listening – diligently pay attention to understand the issue / problem and maintain documentation for all the service delivered
• Confident to ask questions and make decisions to elevate incidents to higher management as required
• Demonstrate ability to work well under pressure
• Ability to work in fast paced self-directed environment
• ITIL V3 or ITIL 4 Foundation certification and good understanding of ITIL concepts
• Good understanding of software / hardware platforms, Operating system, network, and voice infrastructure.
• 24x7 support model and rotational shifts.