indeed
Lead - Service Management ( SM4 )
Microland
Karnataka, IND
Onsite
Discovered 1 weeks ago
Incident managementProblem managementITIL service managementITIL Intermediate CertificateService desk operationsMajor incident management
Free
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Incident managementProblem managementITIL service management
Key Skills for This Role
Incident managementProblem managementITIL service managementITIL Intermediate CertificateService desk operationsMajor incident management
Full Job Posting
Education Qualification
- B.E., B.Tech, or MCA qualification is required.
Required Skills
- Experienced in incident management processes using ITIL and operations practices.
- Experienced in problem management processes using ITIL and operations practices.
- Knowledge of IT service management and service desk operations.
- Strong verbal and written communication skills.
- Strong customer focus and ability to influence IT teams and management.
Certification
- ITIL certification, specifically an ITIL Intermediate Certificate, is mandatory.
Role Responsibilities
- Assist the Service Management team with major issues.
- Drive the efficiency and effectiveness of the incident management process.
- Monitor incident management effectiveness and recommend improvements.
- Submit weekly and monthly productivity reports and dashboards on time.
- Meet KPI and SLA targets.
- Ensure compliance with operations management processes, including root cause analysis and proactive customer communication.
- Provide input to the Problem Manager.
- Manage client communications and user issue escalations.
- Identify defect areas and carry out corrective actions.
- Manage a team of 6 to 8 members and related activities.
Technical Experience
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