Service Lead

• Detect and log problems based on incident trends and service disruptions.
• Classify problems according to severity, impact, and urgency.

• Investigate and diagnose the underlying causes of problems.
• Use structured techniques such as causal mapping, brainstorming, or fishbone diagrams.

• Identify and evaluate potential solutions or workarounds.
• Coordinate with technical teams to implement fixes or preventive measures.

• Manage the end-to-end problem management process.
• Ensure problems are resolved within agreed service levels.

• Work closely with Incident Managers, Service Desk, and technical teams.
• Communicate problem status, known errors, and resolutions to stakeholders.

• Maintain accurate records of problems, known errors, and resolutions.
• Publish known errors and workarounds to the knowledge base.

• Conduct regular reviews of the problem management process.
• Recommend and implement process improvements.

Required Skills & Qualifications:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Experience with ITIL processes and ITSM tools.
• Ability to lead cross-functional teams.
• Technical understanding of IT infrastructure and applications.
• Organizational and time management skills.

Preferred Qualifications:

• ITIL Foundation or Practitioner certification.
• Experience in incident and change management.
• Familiarity with tools like ServiceNow, Jira, or similar ITSM platforms.