Manager - Global Support Operations

Condé 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, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others.Job Description

Location:

Chennai, TN

JOB DESCRIPTION

Condé Nast sets the benchmark for publishing excellence with leading print and

digital brands, including Vogue, Vanity Fair, GQ, Glamour, Wired, Conde Nast Traveller and AD.

Headquartered in New York and London and operating across 28 markets, we

publish over 30 iconic print and digital brands, reaching more than 240 million people worldwide.

With a commitment to delivering beautiful, influential content and brand experiences, our mission is to open the doors to a word of excellence, creativity and passion. Condé Nast is running a major digital business transformation of our business technology and systems, and a long-term commitment to investing into our digital capabilities. Technology is a key part of Condé Nast’s future, and key to the success of this transformation. Historically, we have had different technology stacks in markets all over the world. Now we are looking at unifying our core technology platforms. This is a new global team, with a hub in New York, London, Bangalore and Chennai. This role has the opportunity to help define our Support capability on a global scale. You will get a rare look at digital publishing around the world.

As a Manager of Global Support Operations you will be part of the Global Support

Operations Team leading the L1 and L2 teams supporting 24x7 across all of our

products and services from either our Bangalore or Chennai offices.

This position reports to the Director of Global Support.

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 ManagementCONDÉ NAST

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.CONDÉ NAST

● 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.