IT Support Major Incident Management

Publicis Re:Sources; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Publicis Re:Sources is seeking an Associate L2 for Major Incident & Project Management. The role leads major incidents in a 24x7 environment, ensuring timely resolution, SLO adherence, and incident quality.

It also supports project planning, stakeholder coordination, risk management, and timely project delivery with strong communication and ITIL skills. The position requires a Bachelor’s degree and at least 3 years of Major Incident management experience, with ITIL knowledge and ServiceNow

Qualifications

• Bachelor's degree required.
• Minimum 3 years of Major Incident management experience.
• ITIL V3 or ITIL 4 Foundation certification beneficial.
• Strong communication and analytical skills across levels of employees.

Responsibilities

• Assess impact and urgency of incidents with stakeholders.
• Own and manage restoration of high-priority incidents.
• Initial triage and assemble resources for resolution of Major Incidents.
• Lead Major Incidents until resolution and document troubleshooting steps.
• Manage business notifications and escalations per process.
• Coordinate root cause analysis and permanent fixes.
• Coordinate emergency changes for production issues.
• Drive governance around problem management and ticket lifecycle.
• Communicate progress to leadership and stakeholders.
• Promote project management best practices and continual improvement.

Skills

ServiceNow knowledge

Major Incident management

Communication

Multitasking

Active listening

Decision making under pressure

Team coordination

Analytical skills

ITIL knowledge

24x7 support

Education

Bachelor’s Degree

Job description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com

About the Role

Job Title: Associate L2

Primary Skill: IT Support-Major Incident Management

Role Summary: The Associate L2 – Major Incident & Project Management role leads major incidents in a 24x7 environment, ensuring timely resolution, SLO adherence, and incident quality. The role also supports project planning, stakeholder coordination, risk management, and timely project delivery, requiring strong communication, analytical, project management, and ITIL skills.

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.

Qualifications

• Bachelor’s Degree

Required Skills

• 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
• 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

Preferred Skills

• Experience in project management is preferred and will be an added advantage