Job Description
Inviting applications for the role of Lead Consultant, IT Management Specialist!
We are seeking a dedicated and experienced IT Management professional with relevant experience. The ideal candidate will be responsible for overseeing day-to-day IT operations, ensuring effective incident management, coordinating across teams, managing escalations, and delivering regular reporting through ServiceNow (SNOW). The role demands strong communication skills, a proactive approach to problem-solving, and a commitment to service excellence.
Key Responsibilities:
Lead and manage the Incident Management process, ensuring timely resolution and minimal business impact.
Coordinate with internal teams and external vendors for resolution of technical issues.
Handle escalation management by ensuring timely communication, resolution tracking, and closure.
Generate and analyze reports using ServiceNow (SNOW) to identify trends, bottlenecks, and areas for improvement.
Work closely with cross-functional teams to maintain smooth IT operations and service delivery.
Ensure adherence to defined SLAs and KPIs related to IT service management.
Participate in root cause analysis for major incidents and help implement corrective actions.
Maintain detailed documentation for incidents, processes, and standard operating procedures.
Support continuous improvement initiatives within the IT operations framework.
Qualifications weseekin you!
Minimum Qualifications / Skill
Bachelor's degree in Information Technology, Computer Science, or a related field.
Hands-on experience with ServiceNow (SNOW) for incident tracking and reporting.
Strong skills in coordination, communication, and stakeholder management.
Ability to handle multiple incidents and escalations simultaneously.
Experience in generating dashboards, trend reports, and performance analytics from SNOW.
Understanding of ITIL practices and frameworks.
Strong documentation and process management skills.
Preferred Qualifications:
ITIL Foundation certification or higher.
Experience working in large-scale or global IT environments.
Proficiency in Excel, Power BI, or other reporting tools for visualization and analytics.