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Lead - Incident Management (SM2)
Microland
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Required Skills
Technology | ITIL - Incident Management
Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)
Behavioral | Aptitude | Data Related Skills
Behavioral | Aptitude | Tasks Related Skills
Behavioral | Microland Skills | Customer Centricity
Education Qualification :
Any Graduate
Certification Mandatory / Desirable :
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 issues
- Driving 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 intervals
- Responsible for meeting targets of KPIs and SLAs
- Ensure 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 actions
- Providing information (input) to the Problem Manager
- Providing a point of escalation for user issues
- Demonstrating and increasing the value proposition of the incident management team and IT operations.
- Manage a team of 6 to 8 members and its associated activities
Technical 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 processes
- ITIL Certified (Mandatory)
- Experience of managing a team of 4 to 10 people
- Should have independently driven major incidents (P1 and P2)
- Worked in Incident, Problem and Change Management teams
- Good Verbal and written communication
Technology | ITIL - Incident Management
Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)
Behavioral | Aptitude | Data Related Skills
Behavioral | Aptitude | Tasks Related Skills
Behavioral | Microland Skills | Customer Centricity
Education Qualification :
Any Graduate
Certification Mandatory / Desirable :
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 issues
- Driving 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 intervals
- Responsible for meeting targets of KPIs and SLAs
- Ensure 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 actions
- Providing information (input) to the Problem Manager
- Providing a point of escalation for user issues
- Demonstrating and increasing the value proposition of the incident management team and IT operations.
- Manage a team of 6 to 8 members and its associated activities
Technical 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 processes
- ITIL Certified (Mandatory)
- Experience of managing a team of 4 to 10 people
- Should have independently driven major incidents (P1 and P2)
- Worked in Incident, Problem and Change Management teams
- Good Verbal and written communication
Employment Type: Full Time, Permanent
Read full job description
What people at Microland are saying
Rating based on 7 Incident Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Likes
Little bit of flexibility here and there...Job security...
Dislikes
Microland as a company not organized well and managers have anxiety issues and blame agents for process gaps. So much politics in increments and promotions.
- Salary - Poor
+5 more
Incident Manager salary at Microland
reported by
45
employees
with 3-8
years exp.
₹3.3
L/yr - ₹11.4
L/yr
5%
less
than the average Incident Manager Salary in India
View more details
What Microland employees are saying about work life
based on 1.7k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Microland Benefits
View more benefits
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