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Microland

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13 Microland Jobs in Mumbai

Associate Lead - Service Management

7-12 years

Mumbai

1 vacancy

Associate Lead - Service Management

Microland

posted 3d ago

Job Description

Required Skills
Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)
Behavioral | Aptitude | Tasks Related Skills
Behavioral | Microland Skills | Execution Excellence

Education Qualification :
Engineer - B.E / B.Tech / MCA

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.

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

Employment Type: Full Time, Permanent

Read full job description

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What people at Microland are saying

4.0
 Rating based on 1 Service Manager review

Likes

Microland is a good place to grow if you are skilled.

  • Salary - Good
  • +3 more
Dislikes

Language politics can be obvious and upper management can be quite vindictive

  • Company culture - Poor
Read 1 Service Manager review

Service Manager salary at Microland

reported by 4 employees with 4-8 years exp.
Lock Unlock
₹5.2 L/yr - ₹18.1 L/yr
34% more than the average Service Manager Salary in India
View more details

What Microland employees are saying about work life

based on 1.6k employees
60%
48%
67%
85%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Microland Benefits

Soft Skill Training
Health Insurance
Job Training
Work From Home
Team Outings
Cafeteria +6 more
View more benefits

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Microland Jaipur Office Locations

View all
Jaipur Office
Microland [India] Ltd., 220, 2nd Floor, Jaipur Tower, MI Road, Kanti Nagar Jaipur
Rajasthan
Jaipur Office
Microland India Limited, 41, Shri Ram Pura Colony, Arham, Civil Lines, Civil Lines Jaipur
Rajasthan 302006

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