About This Role 7 to 9 years of experience

Skills: Service Desk operations, Application Support, IT service management, ServiceNow, crisis management

Role Overview

The Technology Event Monitoring & Coordination Specialist is a key member of the TEC4 team within Enterprise Technology Operations, embedded in the Core Engineering business unit. TEC4 provides 24x7 proactive monitoring of major technology events — internal or external to the firm — that could have large-scale, firmwide impact. The specialists on the team coordinate and orchestrate cross-divisional responses and communications until the incident or crisis is resolved. The position demands close collaboration with global teams and strict adherence to established global and regional operational procedures.

Responsibilities

- Monitor and assess major internal or external events using the tools provided (e.g., Sev1, Sev2 Critical, and selected non-IT incidents such as cloud outages or major network outages).
- Coordinate across Divisions and teams (CMC, GCDI, Engineering) during all major incidents and events.
- Identify significant technology incidents/events and advise TEC4 management on potential escalation to crisis status.
- Provide comprehensive support for Technology Crisis Management meetings, from initial activation of the "Command Center" to its final closure.
- Support Technology Crisis Management meetings from initiation to closure.
- Ensure transparent and effective communication channels across Engineering stakeholders.
- Guarantee the synchronization and accuracy of information across all TEC4 communication platforms.
- Prepare retrospective reports on crisis events, including timelines, mitigation steps, and follow-up action items.
- Cultivate and sustain robust relationships with TEC4's key stakeholders,



spanning several Divisions in the Firm and including a very senior audience (e.g., MDs, PMDs, VPs).

Skills & Knowledge

Communication

- Exceptional verbal and written communication skills, with the ability to clearly articulate complex technical information, including status updates, risks, and resolutions.
- Strong communication planning skills: prioritize, maintain transparency, and ensure timely updates using pre-written templates.
- Proficiency in multi-channel communication within the firm, ensuring consistency.
- Ability to remain calm and deliver clear, structured messages during high-pressure situations.

IT Service Management (ITSM)

- In-depth knowledge of IT service management industry standards and practices.
- Understanding of Service Desk operations, Application Support, and Infrastructure Support functions.
- Solid technical judgment and awareness of enterprise-level infrastructure, cloud platforms, and application stacks, with sufficient technical knowledge to facilitate effective coordination.
- Proficiency with ITSM tools and incident tracking systems (e.g., ServiceNow) for monitoring, coordination, and reporting.

Personal Attributes

- Functions as an effective team player, demonstrating self-motivation and a robust commitment to meeting deadlines.
- Exhibits resilience and maintains performance under significant pressure and stress.
- Demonstrates a proactive approach to anticipating potential problems and taking ownership of solutions.
- Possesses adaptability, with a continuous willingness to learn new tools and techniques, and adjusts to evolving technologies, processes, and expectations.

Experience

- Minimum of 5 years of progressive experience in major incident and/or crisis management teams.
- Demonstrated experience operating effectively as part of a 24x7 operational team.

📌 Technology Event Monitoring & Coordination Specialist (Bengaluru)
🏢 Bounteous
📍 Bengaluru