Service Support Technical Lead

3 days ago

Karachi, Sindh, Pakistan Sopra Steria Full time

Responsibilities

As a Technical Lead - IT Service Support Specialist, you will be responsible for:

  • Managing major incidents, ensuring effective coordination and seamless flow of information between all involved parties.
  • Taking ownership of end-to-end incident resolution, from logging and categorization to final closure.
  • Ensuring all incidents are accurately recorded, categorized, and routed to the appropriate resolver groups in a timely manner.
  • Monitoring incident aging and taking proactive actions to minimize resolution delays.
  • Managing communications with customers, vendors, and internal stakeholders to provide timely updates and progress during live incidents.
  • Facilitating bridge calls and collaboration between resolver teams to expedite incident resolution.

Required Skills and Qualifications

To be successful in this role, you should have:

  • Minimum 5+ years of experience in Incident Management, with proven expertise in managing major incidents.
  • ITIL V3/V4 certification is required, with a strong understanding of ITIL Incident Management methodologies.
  • Hands-on experience working with ITSM tools (e.g., Alemba, Jira ITSM).
  • Demonstrated experience in managing high-priority incidents (P1/P2) from initiation to resolution while minimizing impact on business operations.
  • Proven ability to drive incident investigations, coordinating cross-functional teams to ensure swift resolution and root cause identification.
  • Expertise in establishing and managing bridge calls, TEAMS groups, and real-time communication channels to ensure effective collaboration during outages.
  • Proficiency in providing timely updates and notifications to both internal and external stakeholders during incidents.

Preferred Qualifications

Additional qualifications include:

  • ITIL Intermediate certification or higher is highly desirable.
  • Strong understanding of Incident, Problem, and Change Management processes under the ITIL framework.
  • Experience with service management and monitoring tools such as ServiceNow, BMC Remedy, SolarWinds, or similar platforms.
  • Demonstrated experience in managing events and alerts, ensuring timely responses to minimize business impact.
  • Proven experience in leading and influencing cross-functional teams, including managers, vendors, and customers, to deliver business-focused solutions within tight deadlines and budget constraints.
  • Ability to foster strong collaboration and partnerships across teams and stakeholders.
  • Strong adaptive problem-solving skills, capable of analyzing and addressing complex, undefined, or evolving challenges in a dynamic environment.
  • Evidence of creative and critical thinking to deliver practical and effective solutions.
  • Up-to-date knowledge of emerging technologies, IT best practices, and industry trends.
  • Familiarity with modern monitoring techniques and automation tools to enhance incident detection and resolution.

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