Job Description

Company Description
At Toll, we do more than just logistics - we move the businesses that move the world. Our 20,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 25 countries, and a forwarding network spanning 150 countries.

Play an important role in our strategic journey at Toll Technology Centre (TTC) in Pune, India.
As a progressive technology hub, we strive to continuously improve how we work. As a progressive technology hub renowned supply chain and logistics leader we are committed to delivering on $420 million in technological investments. Working closely with customers, help us transform our core systems, platforms, automations, and interfaces for the better. Enjoy a secure, stable, and safe environment, collaborating with teams of specialists in a positive team culture. Take on challenges that will grow your problem-solving skills with plenty of on-the-job learning experiences. Share your ideas with caring leaders who look out for you and your well-being and reward your accountability and responsibility with opportunities for progression.


‘We are looking for an experienced Service Operations Analyst to join our team in Pune. As the Service Operations Analyst, you will:

• Oversee incident management procedures based on tickets raised by the service desk, vendors and system monitorin. Monitor overall IT usage to identify incidents and problems, triaging, initiating the relevant management and resolution processes as needed
• Single Point of Contact and owner for all Incidents logged and recorded. Proactively monitor and assist with rapid and timely fault diagnosis of all endpoints. Defines the appropriate priority of a ticket (via monitoring sources) as determined by Standard Operating Procedures (SOP)
• In case of Priority (function of Urgency and Impact), escalates the Incident ticket to the next level of support if the Incident cannot be resolved or if a defined time limit has been reached.
• Coordinate and cooperate with vendors throughout the incident resolution process to oversee adequate investigation, diagnosis and restoration of service, limiting the disruption to Toll IT environment
• Where multiple vendors are involved in an incident, lead the resolution process to identify which vendor/s is the cause and ensure collaborative resolution
• Identify and group similar incidents or those with the same root cause and escalate them to the IT Service Management team. Conduct incident reporting against SLAs. Participate in all business communications regarding IT incidents and outages. Communicate scheduled updates to effected users throughout the incident management and change process. Contribute to RCA creations, trend analysis and capacity planning.

To be successful in this role, you will need:

• 7+ years’ experience in handling Major Incident Management and Stakeholder Management.
• Should have experience of working in Global Command Center setup
• Solid understanding of ITIL framework, with specific knowledge on incident, problem and event management processes
• Sound technical knowledge of IT infrastructure, IT applications and IT networks
• ITIL processes – ideally in Incident Management.
• Bachelor’s or master’s degree in computer science, business, or a related discipline. ITILv3, MCSE, MCSA, CCNA, RHCE or equivalent industry certifications.

Be Connected With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great – it’s what makes our possibilities endless. Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities. To find out more about us visit www.tollgroup.com/careers
You must be entitled to work in India and be prepared to undertake pre-employment checks including a criminal history check and medical. TTC-IND2022