PS|Production Operations Trainee|Operations Management|Delivery|Engineering|Sustain Services|Operations

Company description Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value. Overview Publicis Sapient is looking for BCA, BSc and BBA-IT and Computer Science graduates to join our Level 1 Support team for Application, Cloud, and IT Infrastructure Support Services. This role provides a great entry point into enterprise-grade IT environments, with exposure to cloud platforms (AWS, Azure, GCP), Business Applications built for industry’s Digital Business Transformations, Enterprise Platforms (Salesforce, Adobe EM, SAP, Financial Apps, etc), Gen-AI & AI/ML, and modern ITSM/observability tools (ServiceNow, Jira, New Relic, Dynatrace, ELK, Native Cloud Monitoring Tools, etc). You will gain hands-on experience in automation, scripting, and continuous improvement initiatives, with opportunities to grow into Cloud Engineer, SRE, or Application Support Engineer roles. Your Impact OR Responsibilities: Initial Incident Handling – Monitor service desk, email, chat, or ticketing tools for new incidents or requests. Log, classify, and prioritize issues as per defined SLAs. Perform basic diagnostics and triage (e.g., user errors, configuration issues). First-Level Troubleshooting - Provide quick resolution for known issues using knowledge base (KB) articles or standard operating procedures (SOPs). Guide users through functional workflows (e.g., submitting a claim, approving a purchase order). Help resolve access-related issues (login, password reset, role assignment). User Communication and Guidance- Acknowledge and update users regularly on ticket status. Educate users on system functionalities, known issues, and workarounds. Communicate scheduled maintenance, outages, or service restoration. Participate in incident resolution, change management, knowledge management, event management, problem management, and root cause analysis with cross-functional teams. Escalation Management- Escalate unresolved, complex, or high-priority issues to L2/L3 teams with appropriate context and logs. Ensure proper handoff with complete documentation to reduce duplication of effort. Monitoring and Alerts- Monitor dashboards, alerts, and business process health reports for anomalies. Proactively report potential issues to relevant teams. Data Validation & Routine Checks- Support routine checks for data consistency (e.g., daily reconciliation reports, queue monitoring). Assist in verifying transactions or workflows stuck due to business rule failures. Monitor SLA and Ensure SLA/KPI (under control of L1 team like incident response time) are met and collect/update data of it in required tools. Documentation and Reporting- Maintain/update SOPs and FAQs for recurring issues. Support continuous improvement initiatives. Document resolved tickets and create knowledge base articles for future use. Generate basic metrics on ticket volume, resolution rates, and common user issues. Qualifications Your Skills & Experience: Basic understanding of IT fundamentals, including networks, OS (Windows/Linux), and databases. Familiarity with Cloud concepts (AWS, Azure, or GCP). Ability to use ticketing tools (e.g., ServiceNow, Jira) for incident/request management. Basic problem-solving and troubleshooting skills for applications and services. Awareness of monitoring and alerting concepts. Have some exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc. Additional information Set Yourself Apart With: Scripting or programming basics (e.g., Python, PowerShell, Shell scripting). Exposure to observability platforms like New Relic, Dynatrace, or ELK stack. Understanding of Agile methodologies and DevOps practices. Familiarity with AEM, SAP, Financial Apps, Order Management Systems, etc. Have some knowledge of IT process automation tools like for runbook automation etc. , RPA tools like Blueprism, Uipath etc. Have basic understanding of cloud technologies A Tip from the Hiring Manager: This position is to provide first-level technical and functional support for applications, platforms, and cloud environments, ensuring system reliability and proactive incident management. The role will monitor, triage, and resolve issues, while continuously working on automation and operational excellence. Benefits of Working Here: Gender-Neutral Policy 18 paid holidays throughout the year. Generous parental leave and new parent transition program Flexible work arrangements Employee Assistance Programs to help you in wellness and well-being.