Lead - Service Management ( SM4 )

Microland Limited; Gurugram District; On-site; INR 700,000 - 900,000; Full time

Job summary

Microland Limited is seeking an experienced IT Service Desk/Incident Management professional to lead a team and drive major incident management activities. The role requires ITIL expertise, strong customer focus, and proven leadership of 4–10-person teams across Incident, Problem, and Change Management.

You will interact with diverse IT teams and users to ensure timely communication, KPI/SLA adherence, and proactive problem resolution.

Qualifications

• Engineer level education required: B.E./B.Tech or MCA.
• ITIL Intermediate certification is mandatory.
• Experience in IT Service Desk / Help Desk, preferably with foreign clients.
• Proven ability to manage teams of 4–10 people and drive major incidents (P1/P2).
• Experience in Incident, Problem and Change Management.

Responsibilities

• Lead and coordinate the incident management process for IT operations.
• Liaise with users to update on incident status and ensure customer focus.
• Monitor KPI/SLA targets and drive improvements.
• Prepare weekly/monthly productivity reports and dashboards.
• Provide escalation point for user issues and coordinate with Problem Manager.
• Mentor a team of 6–8 members and drive performance.

Skills

Incident management

Problem management

Aptitude

Tasks related skills

ITSM Service Desk

Team management

Communication

Education

B.E./B.Tech/MCA

ITIL Intermediate Certificate

Tools

ITIL

Job description

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Process | Incident Management - ITIL and Operation | 3 - Experienced
• Primary -> Process | Problem Management - ITIL and Operation | 3 - Experienced
• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• 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 peopleShould have independently driven major incidents (P1 andP2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication