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Incedo
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Technical Lead

Technical Lead

Incedo

8 - 13 years

11 - 16 Lacs

pune

Posted:22 hours ago| Platform:

Apply

Skills Required

it service desk conflict resolution itsm stakeholder management splunk kubernetes technical leadership service management mentoring change management docker ansible grafana devops datadog jenkins client interaction aws jira itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Description

Team Leadership & Supervision

Lead, mentor, and manage the Service Desk team to ensure high performance.
Allocate workloads, monitor team productivity, and provide regular feedback.
Conduct training and coaching to improve technical and customer service skills.

Incident & Service Request Management

Oversee incident triage, assignment, and resolution across the team.
Ensure all tickets are logged, prioritized, and resolved within defined SLAs.
Act as an escalation point for critical or unresolved incidents.

Onboarding & Offboarding

Ensure timely and accurate user provisioning/de-provisioning.
Standardize onboarding/offboarding processes in alignment with compliance requirements.

SLA & Performance Management

Monitor SLA adherence across incidents, requests, and changes.
Prepare and present regular reports on performance metrics and trends.

Client Interaction & Stakeholder Management

Act as the primary point of contact for client escalations and service reviews.
Manage expectations and ensure client satisfaction through proactive communication.

Monitoring & Observability Oversight

Supervise monitoring activities to ensure proactive detection of issues.
Coordinate responses to alerts and ensure timely escalation where required.

Change Management
Process & Knowledge Management
Reporting & Governance
Continuous Improvement & Innovation
Collaboration

Technical Skills

Strong leadership and people management skills.
In-depth knowledge of
IT Service Management (ITSM)
practices (Incident, Request, Change).
Hands-on experience with
Jira Service Management
or similar ticketing systems.
Familiarity with
monitoring and observability tools
(e.g., Splunk, Grafana, Datadog).
Excellent communication, stakeholder management, and conflict resolution skills.
Ability to work under pressure while maintaining SLA compliance.

Nice-to-have skills

Qualifications

Bachelors degree in IT, Computer Science, or related field (preferred).
8+ years of IT Service Desk experience with at least 3 years in a team lead role.
ITIL Foundation certification (mandatory; Intermediate/Practitioner preferred).

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