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Lead IT Service Manager (Incident Manager)
Clarivate
Noida, IND
Full-time
Mid-Senior
Onsite
Discovered Today
IT Service ManagementIncident ManagementProblem ManagementITIL V3/V4Post-Incident ReviewRoot Cause Analysis
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IT Service ManagementIncident ManagementProblem Management
Role Overview
Clarivate is seeking a Lead IT Service Manager with deep expertise in Incident and Problem Management.
The role owns critical ITSM processes, leads complex service resolution initiatives, mentors teams, and implements proactive resilience strategies.
The position supports global enterprise operations and service continuity for mission-critical IT services.
Key Skills for This Role
IT Service ManagementIncident ManagementProblem ManagementITIL V3/V4Post-Incident ReviewRoot Cause Analysis
Full Job Posting
Role Overview
Clarivate is seeking a Lead IT Service Manager with deep expertise in Incident and Problem Management.
The role owns critical ITSM processes, leads complex service resolution initiatives, mentors teams, and implements proactive resilience strategies.
The position supports global enterprise operations and service continuity for mission-critical IT services.
Experience and Core Skills
- Seven years of experience in IT Service Management with proven leadership in Incident and Problem Management.
- Strong knowledge of ITIL V3 or V4 frameworks and best practices.
- Experience with Post-Incident Reviews, Root Cause Analysis, and Corrective and Preventive Actions.
- Ability to analyze SLAs and KPIs and drive continuous improvement.
- Hands-on experience with ServiceNow, PagerDuty, and monitoring platforms including Centreon, Datadog, or Pingdom.
- Strong stakeholder management, communication, mentoring, and team development capabilities.
Preferred Qualifications
- ITIL V3 or V4 Foundation certification is preferred, with advanced certifications also welcomed.
- Exposure to public or private cloud environments is welcomed.
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