Associate Major Incident Management

Company Description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

 

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day. 

 

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com

 

Overview

The Associate L2 is responsible for leading and managing Major Incidents to ensure timely service restoration within a 24x7 support model. The role involves assessing impact and urgency, coordinating resources, driving resolution, and maintaining accurate documentation. Strong communication, analytical skills, and ITIL knowledge are essential to perform under pressure in a fast-paced environment.Key Deliverables: • Adherence to SLA • Quick and Effective Resolution • Faster Engagement and Escalation Management • Clear and Effective Communication

Responsibilities

• Ability to think and respond quickly during critical incidents. • Strong sense of ownership, accountability, and urgency in incident management. • Excellent verbal and written communication skills with the ability to provide clear, concise, and audience-appropriate updates. • Proven ability to multitask across incident coordination, stakeholder engagement, documentation, and follow-up activities. • Strong active listening and information-gathering skills to accurately understand issues and identify necessary actions. • Ability to remain composed and effective in high-pressure environments. • Analytical mindset with strong problem-solving abilities and attention to detail. • Experience following structured processes and making appropriate escalation decisions. • Foundational knowledge of IT infrastructure components, including applications, servers, operating systems, networking, and enterprise support environments. • Ability to work independently in a fast-paced and dynamic operational environment. • Perform initial triage of reported incidents, assessing business impact, urgency, priority, and required actions. • Coordinate and support the restoration of services during high-priority and business-critical incidents. • Engage resolver teams, application support, infrastructure teams, and relevant stakeholders to drive incident resolution. • Facilitate and manage incident bridge calls, ensuring effective coordination until service restoration or implementation of an approved workaround. • Monitor incident progress and proactively follow up with assigned teams to maintain momentum and accountability. • Maintain accurate and comprehensive incident records, including timelines, actions taken, impact assessment, ownership details, workarounds, and resolution updates. • Deliver timely stakeholder communications, business notifications, and escalation updates in accordance with incident management procedures. • Escalate incidents appropriately to senior incident managers, technical leads, service owners, or management when risk, impact, or recovery timelines require additional attention. • Support post-incident reviews and collaborate with Problem Management teams to assist in Root Cause Analysis (RCA) activities. • Identify recurring incidents and contribute to continuous service improvement initiatives. • Assist with emergency change coordination when required in production-impacting or at-risk situations under senior team guidance. • Adhere to ITIL best practices, organizational processes, escalation procedures, compliance requirements, and audit standards. • Participate in a 24x7 operational support environment, including rotational shifts, weekends, and holidays as necessary. • ITIL V3 or ITIL 4 Foundation certification and good understanding of ITIL concepts. • Hybrid work model - 24x7 support with rotational shifts.

Qualifications

• Bachelor’s degree in any discipline. • Minimum 2 years of experience in Major Incident Management, Incident Coordination, or a related IT Operations role. • Experience with ITSM platforms such as ServiceNow or equivalent is must. • Understanding of the ITIL Incident Management lifecycle. • Familiarity with Change Management and Problem Management practices is advantageous.