Incident Management Shift Lead

Lenovo • Mumbai, Maharashtra, India • Posted June 12, 2026

Location Mumbai, Maharashtra

Job Type Full-time

Category Business Operations Specialists

Posted June 12, 2026

Description and Requirements
This job requires a 6 days work week and rotational shifts 
Job Responsibilities: 
•Monitoring service performance as per KPI and SLA 
•	Incident and Problem Management with Root Cause Analysis documentation 
•	Create SOPs and confluence document of required process/procedure for reference purpose 
•	Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction 
•	Ensure that specific and measurable targets are developed for all IT services 
•	Monitor and improve customer satisfaction with the quality of service delivered 
•	Monitor service performance against SLAs 
•	Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered 
•	Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so 
        

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