Process Lead Incident and Problem Management
Job Responsibilities:
Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.
- 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 valuable 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. Classification: Internal
- 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 requirem

📌 Incident and Problem Management Lead (Bengaluru)
🏢 ADM
📍 Bengaluru