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Lead IT Service Manager (Incident Manager)
Clarivate
Noida, IND
Full-time
Senior · 7+ years experience
Onsite
Discovered 3 days ago
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About You – experience, education, skills, and accomplishments
- 7 years of experience in IT Service Management, with proven leadership in Incident and Problem Management.
- Strong knowledge of ITIL V3/V4 frameworks and best practices.
- Experience conducting Post Incident Review, Root Cause Analysis (RCA), and implementing Corrective and Preventive Actions (CAPA).
- Ability to monitor and analyse SLAs and KPIs, driving continuous improvement.
- Hands-on experience with tools such as ServiceNow, PagerDuty, and monitoring platforms (Centreon, Datadog, Pingdom).
- Excellent stakeholder management and communication skills for engaging internal teams and external partners.
- Strong mentoring and team development capabilities.
It Would Be Great If You Have
ITIL V3/V4 Foundation Certification (advanced certifications preferred).
Exposure to Public or Private Cloud environments.
Experience creating and maintaining documentation using Confluence or similar tools.
What Would You Be Doing in the Role
Drive Problem Management programs: RCA, CAPA, and proactive measures to prevent recurrence.
Monitor and optimize team performance metrics, implementing strategies to exceed service delivery targets.
Conduct Post-Incident Reviews and publish actionable insights for continuous improvement.
Provide advanced technical guidance and escalation support to team members.
Mentor and train cross-functional team members in ITSM best practices.
Govern documentation and reporting for incidents and problems, ensuring accuracy and compliance.
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