About EG
At EG, we build software that makes a difference.
Our industry-specific software helps people and businesses work smarter every day. From doctors spending more time with patients to builders running safer, more efficient projects.
Our software is built by peers from the industry and backed by EG's scale for stability, innovation, and security. We are a thriving global workforce of 3000+ employees, with a 900+ strong team based in Mangaluru, India.
If you are ambitious, curious, and take pride in ownership, you will thrive here. You will be trusted to grow your skills, shape meaningful solutions, and make an impact together with talented colleagues across borders.
As Part Of The Department
We are looking for
Junior Support Consultant for our Major Incident Management teambetween
1 to 2 years of experience to be based at our
Mangalore office in India. The team are co-working with colleagues in Norway, Sweden and Poland.
Work Mode: Work From Home (Remote)/Work from Office (Hybrid)
Work Hours: 24/7 shift solution on rotation
The role sits within the Support organisation for Retail & Supply Chain. Outside of running major incidents, the person works as part of the 2nd line support team, handling technical cases, tickets and tasks. Day-to-day direction including support priorities and workload comes from the 2nd Line Support Manager for Retail & Supply Chain, and on the major incident process the role works to the Team Manager – Major Incident.
Key Responsibilities
- Verify, assess, and declare Major Incidents based on business impact and severity, acting as the designated authority for Major Incident declaration.
- Respond immediately to potential Major Incidents reported by internal teams, customers, monitoring tools, or external stakeholders.
- Create, manage, and maintain the Major Incident ticket within the support system, ensuring all incident-related activities and communications are accurately documented.
- Serve as the central point of communication, providing regular updates to internal stakeholders, business unit management, customers, and relevant account or leadership teams throughout the incident lifecycle.
- Conduct Post-Incident Reviews (PIRs) and prepare Major Incident Reports, including incident details, timeline of events, resolution, preventive measures, and improvement actions.
- Handle Level 2 technical support incidents, service requests, and operational tasks, ensuring resolution within agreed service levels.
- Investigate, diagnose, and resolve escalated incidents and service requests, providing effective technical support and guidance.
- Contribute technical expertise to the support organization and maintain accurate, up-to-date knowledge base articles and documentation.
Qualifications & Experience
- Minimum 1–2 years of hands-on experience managing Major Incidents, Critical Incidents, or high-severity production issues in a complex IT environment.
- ITIL 4 Foundation certification (incident management); further ITIL modules an advantage
- Experience in service desk, support or incident management, ideally in a software / SaaS environment.
- Experience working in a 24x7 support environment and participating in on-call or incident management rotations is preferred.
- Exposure to collaborative incident resolution and swarming or equivalent cross-functional working.
- Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL Incident Management, Major Incident Management, Problem Management, and Change Management processes.
- Experience working with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar ticketing systems.
- Strong stakeholder management and communication skills, with experience engaging customers, business leaders, and technical teams.
Skills & Competencies
- Calm, decisive and well organized under pressure.
- Clear, structured communicator with customers and internal stakeholders.
- Able to coordinate cross-functional specialists at speed.
- Analytical, with a root-cause and improvement mindset.
- Good judgement on when to escalate and when to involve management or the Security Officer.
Our Values
- Lead the Industry - We bring deep industry expertise and help our customers lead their industry
- Make it Happen - We take ownership, move fast and deliver real impact
- Stronger Together - We collaborate across borders with high standards, trust, openness and no politics.
Curious what it's really like to work at EG!
Explore the life at EG, our values and meet some of your feature colleagues, working at EG
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