Lead - Incident Management (SM2)

5 days ago

Bengaluru, Karnataka, India Microland Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description:Education Qualification :Any Graduate Skills :Primary -> Technology | ITIL - Incident Management | 4 - AdvancedPrimary -> Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - AdvancedSecondary -> Behavioral | Aptitude | Data Related Skills | 2 - KnowledgeableTertiary -> Behavioral | Microland Skills | Customer Centricity | 4 - AdvancedTertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced 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. Aiding Service Management team on major issuesDriving 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 intervalsResponsible for meeting targets of KPIs and SLAsEnsure 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 actionsProviding information (input) to the Problem ManagerProviding a point of escalation for user issuesDemonstrating and increasing the value proposition of the incident management team and IT operations.Manage a team of 6 to 8 members and its associated activitiesTechnical 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 processesITIL Certified (Mandatory)Experience of managing a team of 4 to 10 peopleShould have independently driven major incidents (P1 and P2)Worked in Incident, Problem and Change Management teamsGood Verbal and written communicationLocation:India - BengaluruCreated On:05-Nov-2025

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