Associate Lead - Incident Management

Microland; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Microland in Pune, India, is seeking an experienced Incident Management Leader to drive ITIL-based service operations and incident resolution across teams. The role requires strong customer focus and the ability to influence multiple IT groups to ensure timely updates and resolution.

The candidate should have ITIL certification, 4–10 people management experience, and a proven track record of handling major incidents (P1/P2) while maintaining KPI/SLA adherence.

Qualifications

• Any Graduate candidate with IT industry exposure.
• Experience in IT enabled services with IT Service Desk/Help Desk, preferably with phone support for overseas clients.
• Strong understanding of ITIL service management processes; ITIL certified mandatory.
• Past leadership: managed teams of 4–10 people; capable of driving major incidents (P1/P2).
• Proven ability to interact with IT teams and users; excellent communication at all levels of IT management.

Responsibilities

• Aid Service Management on major issues.
• Drive efficiency of the incident management process.
• Monitor incident management effectiveness and propose improvements.
• Ensure timely weekly/monthly productivity reports and dashboards; discuss KPIs with SO/SDM.
• Meet KPIs and SLAs targets; ensure compliance to Operations Management processes including RCA and proactive communication.
• Provide input to the Problem Manager and act as escalation point for user issues.
• Demonstrate value of incident management and IT operations; lead a team of 6–8 members.

Skills

IT Operation Management

Aptitude

ITIL Incident Management

Aptitude

IT Service Management

Communication

Customer Centricity

Education

Any Graduate

Tools

IT Service Desk

ITIL

ITIL Certification

Team Management

Incident Management

Incident/Problem/Change

Communication skills

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