Associate L1 - Incident Manager

Company Description

Resources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 5,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.

In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.

Job Description

We are looking for a dynamic incident manager to join our IT Service Management team in Gurgaon. In this role, you will be leading the reported incidents to resolution, send related communications and documenting the proceedings within the SLA. You will also log and categorize recurring incidents to improve incident management protocols.

As an Major Incident Manager, you should have an aptitude for picking up new technologies and procedures. You should also excel at multitasking and remain judicious during major incidents.

Skills

• ServiceNow knowledge
• Minimum 2 years of relevant experience in 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 escalate incidents to higher management as required.
• Demonstrate ability to work well under pressure.
• Ability to work in fast paced self-directed environment.
• ITIL 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

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 clients through various channels (e.g., phone, email, chat) until their technical issues get resolved

Qualifications

Must complete full time bachelor's degree.

Additional Information

1.5+ Years of Experience.

Publicis Groupe Commitment to Diversity & Equity Policy:

Publicis Groupe is deeply committed to diversity and inclusion in spirit and in action at every level of the organization. It reflects our core values and embodies our purpose of building a great company enabling human potential. We have a deep-rooted appreciation for how diversity of thought drives innovation, and we ground that value in a culture of collaboration and connected thinking.

• Diversity & inclusion are business imperatives on which Publicis Groupe will not negotiate. While fostering a work environment that is inclusive of all talent is a collective responsibility, it is leadership’s job to nurture the career aspirations and goals of all our talent. Promoting gender equality starts at the top and the Groupe will not tolerate anyone speaking for our organization who does not value the importance of inclusion. Publicis Groupe works very hard to champion diversity and will continue to insist that each agency’s leadership be champions of both diversity and inclusion.
• Our Core values “ VIVA LA DIFFERENC’E is based on the very aspect of celebrating differences 
• Our strategy focuses on bringing together teams with diverse perspectives, disciplines, and experiences, because diversity of thought best serves our clients and their customers who they aspire to impact

Equal Employment Commitment:

1. We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, caste, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.
2. When recruiting, developing and promoting our employees, our decisions will be based solely on performance, merit, competence and potential.
3. We shall have fair, transparent and clear employee policies which promote diversity and equality, in accordance with applicable law and other provisions of this Code. These policies shall provide for clear terms of employment, training, development and performance management.