Associate Lead - Service Management (SM4)
Skills
About This Role
Job Description
:**Education Qualification :**
Skills
Primary -> Functional \| IT Operations Management \| Current, Up to date Operational Documentation Library (ODL) \| 4 - Advanced
Tertiary -> Behavioral \| Microland Skills \| Execution Excellence \| 4 - Advanced
Tertiary -> Behavioral \| Aptitude \| Tasks Related Skills \| 4 - Advanced
Certification
- 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.
- This role will also cover areas including, but not restricted to, the following.
- 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
- Client communications
- 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
Location
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Created On
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