Associate Lead - Incident Management

Microland Limited; Bengaluru; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Microland Limited in Bengaluru is seeking an Associate Lead - Incident Management (SM2) to lead the incident response function. The role requires ITIL expertise, strong stakeholder engagement, and the ability to drive process improvements while maintaining service quality.

You will manage a 6–8 member team, coordinate across IT teams, provide timely updates to users, and deliver weekly and monthly productivity dashboards to monitor KPIs and SLAs.

Formación

• Graduation in any field.
• Experience in ITIL Incident Management and IT Service Desk.
• Ability to manage a team of 6–8 members.
• Strong communication and customer-facing skills.

Responsabilidades

• Interacts with IT teams and influences outcomes for incidents.
• Liaises with users to update on incident status.
• Drives efficiency and effectiveness of incident management processes.
• Ensures timely submission of weekly/monthly productivity reports and dashboards.
• Meets KPIs and SLAs.
• Ensures compliance to Operations Management processes, RCA, proactive communication.
• Provides input to the Problem Manager.
• Acts as escalation point for user issues.
• Demonstrates value of the incident management team and IT operations.
• Manages a team of 6 to 8 members and related activities.

Conocimientos

ITIL Incident Management

IT Service Desk

Team Leadership

Customer Communication

Customer Centricity

Service Management

Educación

Any Graduate

Herramientas

ITIL

Descripción del empleo

Associate Lead - Incident Management (SM2)

Posted 5 days ago

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Job Description :

Education Qualification :

Any Graduate

Skills :

• Primary -> Functional | IT Operation Management/Process | 3 - Experienced
• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Primary -> Technology | ITIL - Incident Management | 3 - Experienced
• Secondary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Secondary -> Process | IT Service Management|Service Desk | 2 - Knowledgeable
• Secondary -> Behavioral | Aptitude|Communication | 2 - Knowledgeable
• Secondary -> Behavioral | Microland Skills|Customer Centricity | 4 - Advanced

Certification :

Technology | IT Service Management Certifications|ITIL Intermediate Certificate||

Responsibilities

This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.

• Aiding Service Management team on major issues
• Driving the efficiency and effectiveness of the incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals
• Responsible for meeting targets of KPIs and SLAs
• Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions
• Providing information (input) to the Problem Manager
• Providing a point of escalation for user issues
• Demonstrating and increasing the value proposition of the incident management team and IT operations.
• Manage a team of 6 to 8 members and its associated activities

Technical Skills

• Experience in IT enabled services ?IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)
• Good knowledge of ITIL service management processes
• ITIL Certified (Mandatory)
• Experience of managing a team of 4 to 10 people
• Should have independently driven major incidents (P1 andP2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication