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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage a 24x7 follow-the-sun IT Service Desk team of 6-7 Analysts to ensure SLA/KPI targets including FCR, AHT, CSAT, and backlog are met or improved.
Own shift governance, resource scheduling, major incident coordination as Incident Coordinator (P1/P2), and escalation management to maintain high service quality and operational efficiency.
Drive continuous improvement through coaching, knowledge management (KCS), automation prioritization, and collaboration with ServiceNow and other internal teams for tool and process enhancements.
Minimum Requirements
Experience leading a 24x7 or follow-the-sun IT Service Desk team with major incident management responsibility and demonstrated KPI improvement delivery.
Mandatory ITIL 4 Foundation certification.
Strong data literacy and experience with service desk metrics and reporting.
Location: Hyderabad (hybrid work with at least 50% onsite presence).
Ideal Candidate Profile
Proven ability managing operational teams focused on SLA/KPI delivery in global service desk environments with shift-based structures.
Experience acting as Incident Coordinator during critical incidents and managing complex escalations involving cross-functional IT teams.
Familiarity with ServiceNow ITSM/ITOM tools, KCS practices, and enterprise IT service delivery models including Microsoft ecosystem technologies (O365, Azure AD, Active Directory).