Job Description
Responsibilities:
- Responsible for the quality and integrity of the Incident Management process end-to-end
- Responding to incidents reported by external and internal users.
- Coordinating the incident bridge activities.
- Responsible to identify and capture impact and urgency.
- Focus on Service restoration.
- Leading technical bridge calls and coordinating the service restoration efforts with multiple technology teams involved including vendors, service providers.
- Providing timely updates to executives for Major incidents until closure via internal chat rooms, emails
- Managing incidents pro-actively to keep business impact at minimal.
- Identifying incidents which need special attention or escalation.
- Co-ordinating with Change Management, Problem Management teams to manage break-fix during ongoing incidents.
- Documenting timelines, troubleshooting steps and service restoration details for post-mortem activities
- Providing meaningful analysis of the incidents required for the PIR [Post Incident Review] meetings.
- Keen on process improvements
- Providing consistent updates on tickets in Service-Now.
Qualifications
- Bachelor’s degree in Computer Science or Information Systems or equivalent technical field, or similar work experience in a large scale 24/7 production environment supporting critical, real-time applications.
- ITIL V3/V4 Certified – Solid understanding of ITIL processes – Incident Management, Problem Management, Change Management in a large scale, high uptime environment.
- Strong verbal and written communication skills with the ability to provide detailed analysis and simplified explanation up to the executive level.
- Minimum 6+ years of relevant experience in IT Industry
- Positive attitude, team player, self-starter; takes initiative, ability to work independently.
- Good interpersonal skills
- Basic knowledge on networking devices [Routers, Switches, Firewalls etc.]
- Must have excellent customer relationship skills, including experience in handling escalations and crisis situations.
- Independent self-driven and highly customer focused.
- Covering global business hours, including holidays and weekends, on a rotational basis
- Flexibility to work in 24 x 7 Shift rotations – Including weekends.
- A good understanding of the overall application infrastructure is a must.
Additional Information
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
