Senior Support Specialist

Senior Support Specialist- REFID387171

Chennai, India

The Incident Management will manage the end-to-end lifecycle of Major Incidents for our industry-leading platforms by partnering across all business units. You will also monitor the postmortem and root cause analysis initiatives post-incident. As a critical component of IT Service Management, the candidate may also take part in problem management and change management calls as required. This is an integral job function within the ITSM team that ensures resolution of all incidents within the established SLA timelines to keep revenue impact at minimal.

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, analyze 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.

• 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
• Must have good understanding of network terminology, cloud services, app development, agile methodology.
• 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

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
• Recharge and revitalize with help of wellness plans made for you and your family.
• Plan your future with financial wellness tools.
• Stay relevant and upskill yourself with career development opportunities.

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.

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Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

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