Team Lead

Incident Management :

- Log and prioritize incidents based on business impact.

- Investigate, diagnose, and resolve issues, ensuring timely updates in the ticketing system.

- Monitor incident queues and ensure SLA compliance.

- Maintain historical records to support future issue resolution.

Service Request Management :

- Analyze and fulfill service requests within defined SLA timelines.

- Escalate to appropriate support teams when necessary.

- Update request statuses and communicate resolutions clearly.

- Coordinate change or release management activities, as required.

Problem Management :

- Identify recurring issues through pattern analysis.

- Conduct Root Cause Analysis (RCA) and document findings.

- Work with stakeholders to implement permanent fixes.

- Maintain and enhance SOPs for efficient operations.

- Monitoring & Reporting

- Conduct routine health checks and job monitoring for :

1. SERVFS

2. CRM

3. DataHub

Preferred Skills & Tools :

- Hands-on experience with ServiceNow, Remedy, or similar ticketing tools.

- Strong analytical and troubleshooting capabilities.

- Excellent communication and stakeholder management skills.

- Working knowledge of ITIL processes, especially Incident, Request, and Problem Management