Lead - Service Management ( SM4 )

Microland Limited; Gurugram District; In loco; INR 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

Microland Limited is seeking an ITIL-certified professional to lead the Incident Management team in Gurugram. The role involves coordinating incident, problem, and change management, and liaising with users to provide timely updates on incident status.

You will supervise a team, drive KPI/SLA adherence, and improve service delivery. The successful candidate will demonstrate strong communication skills, customer focus, and the ability to influence IT teams across multiple levels.

Competenze

• ITIL intermediate certification is mandatory.
• Experience in incident, problem and change management.
• Lead and mentor a team of 6–8 members.
• Strong customer-facing communication skills.

Mansioni

• Aiding Service Management team on major issues.
• Drive the efficiency and effectiveness of the incident management process.
• Monitor the effectiveness of incident management and recommend improvements.
• Ensure timely submission of weekly/monthly productivity reports and dashboards.
• Meet targets for KPIs and SLAs.
• Ensure 100% compliance to defined Operations Management processes including RCA and proactive customer updates.
• Provide inputs to the Problem Manager and escalation for user issues.
• Maintain client communications and demonstrate value of incident management.
• Manage a team of 6 to 8 members and oversee related activities.

Conoscenze

Incident Management

Problem Management

ITIL

Team Leadership

Communication

Service Desk

Formazione

B.E./B.Tech./MCA

Descrizione del lavoro

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 people
• Should have independently driven major incidents (P1 andP2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication