Incident Management Shift Lead

General Information

Req #
WD00098231

Career area:
Information Technology

Country/Region:
India

State:
Maharashtra

City:
Mumbai

Date:
Thursday, May 14, 2026

Working time:
Full-time

Additional Locations:  * India - Mahārāshtra - Mumbai
* India - Mahārāshtra - Mumbai





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Description and Requirements

This job requires a 6 days work week and rotational shifts

Job Responsibilities:

• Monitoring service performance as per KPI and SLA

• Incident and Problem Management with Root Cause Analysis documentation

• Create SOPs and confluence document of required process/procedure for reference purpose

• Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction

• Ensure that specific and measurable targets are developed for all IT services

• Monitor and improve customer satisfaction with the quality of service delivered

• Monitor service performance against SLAs

• Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

• Review and revise underpinning agreements and service scope, Produce service reports

• Should be flexible to work in rotational shifts

• People management includes roster management, performance management, attendance management

• Ensure team performance target should possess the client satisfaction and as per KPI and SLAs

• Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purposes.

Other Requirements:

• 4-8 years of service delivery experience

• Graduate in any discipline

• Shows great commitment to the work

• Knowledge of ITIL framework understanding.

• PMP/GB/BB Certificate would be preferred

• Strong Interpersonal skills, tenacity and flexibility

• Proficient in MS Word, Excel, Access, PowerPoint

• Ability to manage and prioritize tasks efficiently

• Readiness to demonstrate a proactive attitude

• Excellent verbal and written communication skills

Additional Locations:  * India - Mahārāshtra - Mumbai
* India - Mahārāshtra - Mumbai


* India

* India - Mahārāshtra

* India - Mahārāshtra - Mumbai , * India - Mahārāshtra - Mumbai

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