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 workplace
ITIL V3 or ITIL 4 Foundation certification and good understanding of ITIL concepts
Positive understanding of software / hardware platforms, Operating system, network, and voice infrastructure.
24x7 support model and rotational shifts.

📌 It Support Bengaluru
🏢 Publicis Resources
📍 Bengaluru