Support Consultant - Major Incident Management

About EG

EG builds industry-focused software that helps customers stay focused on their own profession. Its solutions are created by people who understand the relevant industries and are supported by EG’s scale to provide stability, innovation, and security.

The company works on challenges that matter across industries, including better use of resources, higher efficiency, and long-term sustainability. EG has a global workforce of more than 3,000 people, including over 900 employees in Mangaluru, India, and promotes a people-first culture built around innovation, teamwork, and ongoing learning.

The organisation aims to create software that serves people, rather than forcing people to serve software.

Role Overview

EG is hiring a Support Consultant for its Major Incident Management team. This position requires at least 4 years of experience and is based in Mangaluru, India, with collaboration across the Nordic region. The role is part of the Support organisation for Retail & Supply Chain.

In addition to handling major incidents, the person will also work as part of the 2nd line support team, managing technical cases, tickets, and operational tasks. Day-to-day support priorities and workload are managed by the 2nd Line Support Manager for Retail & Supply Chain, while the major incident process is handled under the Team Manager – Major Incident.

Work Arrangement

This role can be performed in a work-from-home or hybrid work-from-office setup. Working hours follow a 24/7 rotating shift model.

Key Responsibilities

• Evaluate reported incidents, confirm whether they meet major incident criteria, and formally declare them when business impact and severity justify it.
• React quickly to possible major incidents raised by internal teams, customers, monitoring systems, or outside stakeholders.
• Set up, update, and oversee the major incident record in the support tool, making sure every action and communication is properly captured.
• Act as the main communication hub during incidents, sharing timely updates with internal stakeholders, business management, customers, and account or leadership teams.
• Lead post-incident reviews and prepare major incident reports covering the issue, event timeline, resolution, prevention steps, and follow-up improvements.
• Support level 2 technical incidents, service requests, and day-to-day operational tasks while meeting agreed service levels.
• Troubleshoot escalated issues, identify root causes, and work toward effective resolution while guiding users and teams technically.
• Share technical knowledge across the support function and keep internal knowledge articles and documentation accurate and current.

Qualifications and Experience

Candidates should have at least 4 years of practical experience handling major incidents, critical incidents, or severe production issues in a complex IT setup. Experience in service desk, support, or incident management is preferred, especially in a software or SaaS environment.

Exposure to a 24x7 support model, including on-call or incident rotation work, is preferred. Prior involvement in collaborative incident resolution or swarming-style teamwork is also useful.

A strong understanding of IT Service Management practices is important, particularly ITIL Incident Management, Major Incident Management, Problem Management, and Change Management. Familiarity with tools such as ServiceNow, Jira Service Management, BMC Remedy, or comparable ticketing platforms is expected.

Good stakeholder management and communication abilities are essential, including confidence in working with customers, business leaders, and technical colleagues.

Skills and Competencies

• Composure and sound decision-making in high-pressure situations
• Clear and well-structured communication
• Ability to coordinate multiple specialists quickly
• Analytical thinking with a focus on root-cause analysis and continuous improvement
• Strong judgement on escalation and when to involve management or security leadership

Additional Information

The team works closely with colleagues in the Nordic region.

This role is part of a support structure that combines major incident handling with second-line support responsibilities.

No stipend or salary amount was specified in the source.