Service ManagerShift Leads – L2

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 10-10-2025

Vacancies: 1 Vacancy

Job Summary

Key Responsibilities

Monitor service performance against KPIs and SLAs to ensure consistent delivery excellence.
Lead Incident and Problem Management including Root Cause Analysis (RCA) documentation.
Develop and maintain Standard Operating Procedures (SOPs) and process documentation in Confluence.
Conduct Knowledge Transfer (KT) and training sessions to enhance team skills and service efficiency.
Drive customer satisfaction through proactive issue management and service quality improvements.
Define document and agree on service requirements and produce Service Level Reports (SLRs).
Review revise and maintain underpinning agreements and service scope.
Ensure measurable targets and service improvements are implemented where cost-justifiable.
Manage people processes including performance reviews attendance and roster management.
Handle escalations efficiently ensuring timely resolution and communication.
Prepare service performance reports and share insights for process optimization.
Be flexible to work in rotational shifts as per business needs.

Key Interactions

Internal:

Collaborate with internal IT and vendor teams for daily operations performance tracking and incident resolution.
Coordinate training and upskilling sessions for team members.

External:

Liaise with vendors and third-party service providers for monitoring follow-up and resolution of out-of-scope or dependency tickets.
Maintain documentation of incidents problems and escalations involving external parties.

Role Requirements

Educational Qualifications:

/ B.E. or equivalent qualification.
Masters degree in IT preferred.

Experience:

8 10 years of service delivery management experience.
Proven record of driving customer satisfaction and service quality improvements.
Strong analytical problem-solving and people management skills.

Skills & Competencies:

Solid understanding of the ITIL framework.
PMP Green Belt or Black Belt certification preferred.
Excellent interpersonal and communication skills.
Proficiency in MS Word Excel Access and PowerPoint.
Strong multitasking prioritization and stakeholder management abilities.
Proactive flexible and results-oriented approach.

Key Responsibilities Monitor service performance against KPIs and SLAs to ensure consistent delivery excellence. Lead Incident and Problem Management including Root Cause Analysis (RCA) documentation. Develop and maintain Standard Operating Procedures (SOPs) and process documentation in Conflu...