Associate Lead - Service Management (SM4)

Microland

This role will also 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 and P2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication