Your Responsibilities:
- Closely monitor the relevant dashboards in ServiceNow on a regular basis and ensure exceptions including Incidents and Requests that are Breached, Escalated, Reopened or categorized as high priority are handled in a timely manner.
- Connect with the Service Towers on a regular basis to ensure exception tickets are handled as a priority.
- Create and present daily/ weekly monthly operational reports, for leadership review, showing SLA and KPI attainment, Backlog Age and other operational metrics, and exception reports showing Incidents and Requests requiring special attention and focus.
- Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensure SLA and KPI targets are met, and a high level of customer satisfaction is achieved.
- Review the open Problem tickets regularly and follow up with the appropriate teams and ensure they are addressed and closed by the due date.
- Oversee / triage P1 Incidents and determine if I&O; teams' engagement is necessary and engage the appropriate teams or SMEs (Subject Matter Experts) on a P1 bridge.




- Drive major incidents to timely resolution by actively steering the troubleshooting process and coordinating across stakeholders and resolver groups. Capture positive incident documentation with a focus on attention to details.
- Ensure root causes and action plans are properly documented and published in a timely manner.
- Ensure adherence to established global standards, processes, procedures and best practices.
- Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty) duties. Provide 24x7 support for global operations as required.
- Provide backup support for other process leads when they are out of the office.
- Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders and technical team members.
- Follow through on agreed upon enhancements / evolutions and ensure they meet customer req

📌 Incident & Problem Mgmt Lead (Bengaluru)
🏢 Archer Daniels Midland
📍 Bengaluru