Senior Lead - Service Management ( SM4 )

Microland Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Microland Limited is seeking an IT Incident Manager in Bengaluru to lead the incident, problem, and change activities within IT operations. The role requires ITIL expertise, strong customer interaction, and proven people management skills to drive service quality across multi-team coordination.

You will oversee a 6–8 person team, ensure KPI/SLAs, and maintain timely communications with users and management. This role emphasizes incident resolution efficiency and continuous process improvement.

Qualifications

• ITIL Intermediate Certificate is mandatory.
• Experience in IT Service Desk or IT Help Desk, preferably with international users.
• Strong communication skills and customer-focused approach.
• Experience leading a team of 4–10 people and handling major incidents.

Responsibilities

• Aiding Service Management on major issues and driving incident management efficiency.
• Monitor incident management effectiveness and suggest improvements.
• Submit weekly/monthly productivity reports and dashboards; discuss with SO and SDM regularly.
• Meet KPIs and SLAs; ensure compliance to Operations Management processes including RCA and proactive updates.
• Provide information to the Problem Manager and act as escalation point for user issues.
• Demonstrate and increase value of the incident management team and IT operations.
• Manage a team of 6 to 8 members and oversee related activities.

Skills

Incident Management

Problem Management

ITIL Knowledge

People skills

Education

Engineer - B.E / B.Tech / MCA

Job description

Job Description

Education Qualification : Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Primary -> Process | 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
• Secondary -> Behavioral | Aptitude|People skills | 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