Lead - Incident Management ( SM2 )

Microland; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Microland Limited is seeking an ITIL Incident Management Lead to oversee the incident lifecycle and drive service desk performance. The role requires coordinating with multiple IT teams, communicating with users, and ensuring timely incident resolution. Candidates should have strong customer focus and ITIL certification.

The position involves managing a team and delivering weekly/monthly productivity dashboards, with emphasis on process compliance and continuous improvement.

Qualifications

• Experience in IT enabled services – IT Service Desk/Help Desk (phone support with foreign clients)
• Good knowledge of ITIL service management processes
• ITIL Certified (Mandatory)
• Experience of managing a team of 4 to 10 people
• Independently driven major incidents (P1 and P2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication

Responsibilities

• 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

Skills

ITIL Incident Management

Aptitude

Tasks Related Skills

IT Operation Management

Service Desk

Customer Centricity

Data Related Skills

Education

Any Graduate

Job description

Education Qualification :

Any Graduate

Skills :

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

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