Lead - Service Management (SM4)

Role Responsibilities:

• Aid the Service Management team on major incidents and drive the efficiency of the incident management process.
• Monitor and recommend improvements for incident management effectiveness.
• Ensure timely submission of weekly/monthly productivity reports and Dashboards.
• Provide escalation support for user issues and manage a team of 6-8 members.

Job Requirements:

• B.E/B.Tech/MCA in relevant fields
• ITIL Certification (Mandatory)
• Experience in managing teams of 4-10 people
• Hands-on experience in major incident management (P1, P2) and IT service management processes