1) Service Desk Differentiate between Incident and Service Request and record in the system

2) Resolve issues / fulfill requests by following SOP

3) Allocate to right resolver group and work with stakeholders concerned till logical closure

4) Operate service management tool for effective usage Incident Management (IM)

5) Comply with steps such as Investigate, Diagnose, Record, Communicate and Run Incident Management functional responsibilities such as bridge, communication updates

6) Drive towards service restoration within agreed SLA Capacity Management (CM). Monitor, analyze infrastructure capacity and Implement CM policy and monitor adherence in terms of timeline and accuracy

7) Analytics for effectiveness and completion in tuning and implementation

8) Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management)

9) Implement recovery plan and negotiate services.

10) Implement tests, conduct evaluations and generate reports.

Role: Incident Management

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Infrastructure Services

Education

UG: Any Graduate

PG: Any Postgraduate

About the company

Microland is a pioneering IT Infrastructure services and consulting company headquartered in Bengaluru, India, with a proven track record of delivering tangible business outcomes for 35 years. Today, as enterprises recognize that networks underpin the functionality and efficiency of modern digital systems and support innovation, we provide next-generation technologies such as AI, automated operations, and platform-driven solutions – which drive operational excellence, agility, and productivity for organizations worldwide.

Our team of over 4,600 experts delivers services in over 100 countries across Asia, Australia, Europe, the Middle East, and North America, offering cutting-edge solutions in networks, cloud, data centers, cybersecurity, services management, applications, and automation. Recognized by leading industry analysts for our innovative strategies, Microland is committed to strong governance, environmental sustainability, and fostering an inclusive workplace where diverse talent thrives. When businesses work with Microland, they connect with the best talent, technologies, and solutions to create unparalleled value.