Sr. Associate

Vialto Partners is a market leader in global mobility services. Our purpose is to ‘Connect the world’. We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues.

Our teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work.

Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 6,500 staff in over 50 countries around the world and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients.

Vialto is unstoppable when we work together in a culture of belonging, where everyone can thrive. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve.

To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on LinkedIn and Instagram.

Job Description

Senior Associate - Enterprise Service Management Systems Engineer

As a Senior Associate in our Enterprise Service Management (ESM) team, you will be instrumental in managing and resolving major IT incidents to ensure minimal disruption to business operations. Your role will focus on maintaining high levels of service availability and performance while continuously enhancing our incident management processes.

Key Responsibilities

• Incident Management: Lead responses to major IT incidents, coordinating with technical teams to ensure timely resolution and minimal business impact.
• Incident Communication: Act as the primary point of contact for major incidents, providing regular updates to stakeholders, senior management, and affected users.
• Root Cause Analysis: Conduct post-incident reviews to identify root causes, document findings, and implement corrective actions to prevent recurrence.
• Process Improvement: Develop and refine incident management processes, ensuring adherence to ITIL best practices and driving continuous improvement.
• Stakeholder Engagement: Collaborate with internal and external stakeholders, including service providers and vendors, to facilitate effective incident resolution.
• Documentation: Maintain accurate records of major incidents, actions taken, and lessons learned.
• Reporting: Generate and present regular reports on incident metrics, trends, and performance to senior management.
• Training and Development: Provide training and guidance to IT staff on incident management processes and best practices.
  
  

Experience

• Proven experience in IT incident management, ideally in a major incident management role.
• Experience in an ITIL-based environment is highly desirable.
• 3 to 6 years of experience in service management, with a strong understanding of customer needs, service delivery, and governance against service levels.
  
  

Preferred Qualifications And Skills

• Certifications: ITIL Foundation or higher certification is preferred. PMP certification is also a plus.
• Skills:
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in using ITSM tools and software (e.g., ServiceNow, BMC Remedy).
• Strong organizational and documentation skills.
  

Additional Information

• Employment Type: Regular, Full Time
• Eligibility: Must be eligible to work in India
• Location: In-Office, Primary location is Hyderabad, India
  
  

If you are an experienced IT professional with a passion for infrastructure management and technical support, we invite you to apply. Join us and be part of a global, dynamic team that values innovation and collaboration.

Vialto Partners is an equal opportunity employer and does not discriminate based on any legally protected status. Please note that AI is used as part of the application process.