IT Service Management Lead
5 hours ago
Company Overview:
BEST CAREERS AND OPPORTUNITIES is a leading organization that values excellence in service delivery. We are seeking a highly skilled IT Service Management Lead to join our team and drive incident resolution efforts.
Key Responsibilities
- Major Incident Management:
- Act as the single point of contact for customers, providing regular updates on major incidents.
- Facilitate the Major Incident Bridge by coordinating with relevant resolver groups.
- Keep key stakeholders informed about incident status and confirm service restoration upon completion.
- Collaborate with subject matter experts to expedite major incident resolution.
- Process Improvement:
- Analyze causes of major incidents and identify root causes through coordination with problem management processes.
- Collaborate with process managers to prevent recurring major incidents.
- Reporting and Training:
- Prepare monthly reports on the overall status of major incident management.
- Conduct training sessions across teams to prevent major incidents.
- Experience:
- 8-10 years of experience driving service operations.
- Minimum 8 years of experience managing Incident Management (IM) and Major Incident Management (MIM) processes.
- Certifications:
- Preferrable ITIL Expert or minimum two ITIL Intermediate certified professionals.
- Skills:
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Excellent written and verbal communication skills.
- Ability to work flexible schedules and shifts.
- Ability to motivate staff and build relationships.
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