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.

- Solid 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 escalate 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.

📌 IT Support (Bengaluru)
🏢 Publicis Resources
📍 Bengaluru