Associate Lead - Service Management (SM4)

Role Responsibilities:

• Aid the Service Management team on major incidents and ensure the efficiency of incident management processes.
• Monitor and improve incident management effectiveness, ensuring timely reporting and SLA compliance.
• Manage a team of 6-8 members, handling tasks and activities, ensuring KPIs and SLAs are met.
• Provide escalations, client communications, and work towards closure of any open-ended issues.

Job Requirements:

• ITIL Certified (Mandatory)
• Experience managing a team of 4-10 people
• Hands-on experience with major incidents (P1 and P2)
• Strong verbal and written communication skills