Job Description

Location:

WORK EXPERIENCE:

• 10 - 15 years of total experience and having relevant experience of at least 5 years in IT/Application Support and people management.

CORE COMPETENCIES:

Infrastructure / Application Support.

SLA Management

Process Excellence / Continual Service Improvement.

People Management

Service Delivery

Stakeholder Management

KEY RESPONSIBILITIES AND REQUIREMENTS:

• Managing team members who provide Level 1 and Level 2 Support for all Condé Nast Markets.
• Monitor issues and ensure that development or the L3 teams are aware of emerging trends and growing problems.
• Lead and participate in Post Incident Review and Problem Management meetings with Key Stakeholders and service owners to review events and opportunities for ongoing improvement.
• Accurate and timely communication to all the internal/external stakeholders during major incidents with a detailed description impact to Business
• Application Markets affected and expected service restoration time.
• Strong Collaboration skills. Working across the cross-functional teams and
• Organization for meeting operational and business goals.
• Set Priorities and coach the team effectively to the desired state.
• Responsible for the availability of the team members.
• Open to support 24*7 and provide coverage during the holiday if required.
• SOP Driven culture to be followed to achieve efficiency quality output and uniformity of performance.
• Take responsibility for customer escalations and act as a point of escalation both in and out of working hours as required.
• Manage and lead the end-to-end ITSM Processes within the team.
• Make team members aware of any changes or scheduled activities so that effective follow up is possible.
• Monitoring and managing Global support and VIP support functions to ensure service level agreements are met.
• Identifying the process gaps and taking measures to minimise it.
• Taking ownership of critical incidents coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
• Leading personnel management including staff recruitment performance assessment training and mentoring.
• Providing accurate and regular reports to the management on performance of the service delivery.

ESSENTIAL SKILLS:

• Experience working with onsite and offshore stakeholders.
• Good at problem solving and has the appropriate technical skills to manage the day to day tasks.
• Experience of ITIL principles.
• Experience of working for a Global Organisation supporting colleagues across multiple countries.
• Managing the availability of associates in shifts and monitoring their performance.
• Good understanding of web application servers Network and their supportive components.
• Strong personal organisation skills ability to prioritise and multitask.
• Adaptable to change.

KEY BEHAVIOURS:

• Focus on customer satisfaction with excellent interpersonal skills and responsiveness.
• Adherence to IT policies and processes to ensure consistent quality of service provided.
• Expertise in people management.
• A good coach to train the team members and user community.
• Excellent verbal and written communication skills.

DESIRABLE SKILLS:

• Experience of working within the publishing media or advertising sector.
• Experience of working with Editors.
• Experience of working with PagerDuty.
• Experience of working with ServiceNow (or any of the ITSM tools) Jira and Confluence.
• Experience of working with applications like Salesforce or Peoplesoft.
• Experience of working in monitoring tools - like Solarwinds Messaging & Directory services and Cloud.
• Project/Product management knowledge.

What happens next

If you are interested in this opportunity please apply below and we will review your application as soon as possible. You can update your resume or upload a cover letter at any time by accessing your candidate profile.

Condé Nast is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status age familial status and other legally protected characteristics.