Associate Lead - Service Management ( SM4 )

Microland; Bengaluru; Presencial; INR 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Microland Limited in Bengaluru is seeking a Senior IT Service Management professional to lead incident, problem and change processes within an IT Operations environment. You will oversee a team of 6–8 members, drive KPI/SLA compliance, and coordinate with global users to provide timely updates.

The role requires ITIL Intermediate Certification, hands-on experience in IT service management, and excellent verbal and written communication to influence multiple IT teams and stakeholders.

Formación

• Engineer degree (B.E./B.Tech) or MCA required.
• ITIL Intermediate Certification mandatory.
• Experience in IT service desk, incident, problem and change management.
• Proven ability to lead a 4–10 person team and meet KPIs/SLA targets.

Responsabilidades

• Lead the incident management team and coordinate with users for status updates.
• Drive efficiency and effectiveness of the incident management process.
• Monitor incident management performance and recommend improvements.
• Submit weekly/monthly productivity reports and dashboards; discuss with SO/SDM.
• Ensure 100% compliance to defined operations processes and drive root cause analysis.
• Provide escalation point for user issues and manage a 6–8 member team.

Conocimientos

Behavioral skills

Aptitude

Task related skills

Problem Management ITIL

Incident Management ITIL

Educación

B.E / B.Tech / MCA

Descripción del empleo

Posted 4 days ago

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Job Description :

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Primary -> Functional | Problem Management - ITIL and Operation | 3 - Experienced
• Primary -> Process | Incident Management - ITIL and Operation | 3 - Experienced

Skills :

• Secondary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Secondary -> Process | IT Service Management|Service Desk | 2 - Knowledgeable

Certification :

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

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.

In addition, this role will cover areas including, but not restricted to, the following.

• 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
• Client communications
• 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