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Lead Servicedesk Engineer

Lead Servicedesk Engineer

UST

7 - 9 years

5 - 6 Lacs

Trivandrum

Posted:3 months ago| Platform:

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Skills Required

Service level Executive Process improvement IT support Incident management ITIL framework Management ITIL SLAS Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Incident Handling Resolution: Take ownership of major incidents, ensuring prompt resolution and minimal business disruption. Lead investigations, diagnostics, and resolution efforts in collaboration with technical teams, ensuring clear and timely communication with stakeholders regarding incident status, impact, and progress. Process Governance: Establish and enforce incident management processes in alignment with ITIL best practices. Maintain accurate records of incidents, root causes, and resolutions for reference and continuous process improvement. Conduct post-incident reviews to identify lessons learned and implement improvements. Communication Coordination: Serve as the central point of contact for all major incidents. Escalate incidents as required and coordinate with IT support, development, and business units. Ensure proper documentation and reporting, providing executive summaries and detailed reports as needed. Monitoring Reporting: Track incident trends and key performance indicators (KPIs) to assess the effectiveness of incident management. Analyze data to recommend process improvements and preventive actions. Stakeholder Vendor Management: Collaborate with external vendors and service providers to ensure efficient incident resolution. Manage service-level agreements (SLAs) related to incident response and resolution.

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IT Services and IT Consulting

Aliso Viejo CA

10001 Employees

1845 Jobs

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Lead Servicedesk Engineer