Job Title: MIS Lead
Location: Airoli, Navi Mumbai
Experience: 3-5 Years
CTC: 4.5 - 5 LPA
Notice Period: Immediate to 30 Days Preferred
Shift: 16x5 Rotational Shift
About The Role
We are looking for an experienced MIS Lead to manage incident coordination, ticket tracking, reporting, and team supervision within a dynamic IT support environment. The ideal candidate should possess strong analytical skills, advanced Excel expertise, and prior experience in project coordination, command center operations, or incident management. This role requires effective stakeholder coordination, SLA monitoring, and leadership capabilities to ensure seamless support operations.
Key Responsibilities
- Lead and oversee the day-to-day activities of the MIS and Call Coordination team.
- Monitor support queues, incident tickets, and service requests to ensure timely resolution.
- Assign and route tickets to the appropriate engineering teams.
- Track incidents and ensure adherence to defined Service Level Agreements (SLAs).
- Monitor support emails and coordinate responses with relevant teams.
- Escalate incidents proactively before SLA breaches occur.
- Prepare and publish daily, weekly, and monthly MIS reports and dashboards.
- Coordinate with internal stakeholders and engineering teams to ensure timely ticket closures.
- Support implementation of process improvements and operational changes within the team.
- Maintain accurate records of incidents, escalations, and service requests.
- Provide operational updates and status reports to management.
- Assist in identifying bottlenecks and driving continuous process improvement initiatives.
- Ensure smooth coordination between support teams, engineers, and business stakeholders.
Desired Candidate Profile
Educational Qualification
- Graduate in any discipline.
Certifications
- Advanced Excel
- Microsoft PowerPoint
Experience
- 3 to 5 years of experience in MIS, Project Coordination, Call Coordination, Incident Management, or Service Desk Operations.
- Prior experience in IT Infrastructure, IT Support, NOC, SOC, Command Center, or Managed Services environments will be preferred.
Required Skills
- Strong proficiency in Advanced Excel, reporting, and dashboard preparation.
- Good knowledge of Microsoft PowerPoint and presentation creation.
- Excellent verbal and written communication skills.
- Strong team management and leadership capabilities.
- Experience in incident management, ticket tracking, and escalation handling.
- Understanding of SLA management and service operations.
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong analytical, coordination, and multitasking skills.
- Knowledge of enterprise infrastructure and IT support processes.
Preferred Skills
- Experience working in a Command Center environment.
- Exposure to IT Infrastructure, Network Operations, Security Operations, or Service Desk functions.
- Experience with incident triaging and ticket routing processes.
- Ability to quickly understand technologies and identify key stakeholders.
- Knowledge of ITSM tools and service management frameworks.
What We Are Looking For
- A proactive professional with strong ownership and accountability.
- An individual with excellent coordination and stakeholder management skills.
- A leader capable of managing teams while ensuring operational efficiency.
- Someone who can thrive under pressure and maintain service quality standards.
- A detail-oriented professional with a strong focus on SLA adherence and process improvement.
