Lead Consultant, IT Management Specialist!?

Inviting applications for the role of Lead Consultant, IT Management Specialist!

We are seeking a dedicated and experienced IT Management professional with relevant experience. The ideal candidate will be responsible for overseeing day-to-day IT operations, ensuring effective incident management, coordinating across teams, managing escalations, and delivering regular reporting through ServiceNow (SNOW). The role demands strong communication skills, a proactive approach to problem-solving, and a commitment to service excellence.

Key Responsibilities:

• Lead and manage the Incident Management process, ensuring timely resolution and minimal business impact.

• Coordinate with internal teams and external vendors for resolution of technical issues.

• Handle escalation management by ensuring timely communication, resolution tracking, and closure.

• Generate and analyze reports using ServiceNow (SNOW) to identify trends, bottlenecks, and areas for improvement.

• Work closely with cross-functional teams to maintain smooth IT operations and service delivery.

• Ensure adherence to defined SLAs and KPIs related to IT service management.

• Participate in root cause analysis for major incidents and help implement corrective actions.

• Maintain detailed documentation for incidents, processes, and standard operating procedures.

• Support continuous improvement initiatives within the IT operations framework.

Qualifications weseekin you!

Minimum Qualifications / Skill

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Hands-on experience with ServiceNow (SNOW) for incident tracking and reporting.

• Strong skills in coordination, communication, and stakeholder management.

• Ability to handle multiple incidents and escalations simultaneously.

• Experience in generating dashboards, trend reports, and performance analytics from SNOW.

• Understanding of ITIL practices and frameworks.

• Strong documentation and process management skills.

Preferred Qualifications:

• ITIL Foundation certification or higher.

• Experience working in large-scale or global IT environments.

• Proficiency in Excel, Power BI, or other reporting tools for visualization and analytics.