Job Description

Conde Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company's portfolio includes many of the world's most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Conde Nast Traveler/Traveller, Allure, AD, Bon Appetit and Wired, among others.

Location: Bengaluru, KA
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 Conde 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 e?ciency, 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.
Conde 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.

Skills Required