It operational Team lead

Company: smartedge
Job type: Full-time
Industry: Information Technology

Job description:

 

·        Playing Role of IT OPERATINAL LEAD.

·        Deputise all the responsibilities of Service Desk Manager in his absence or if occupied.

·        Manage the overall Service desk, NOC and Remote support activities.

·        Take on a wider customer-services role

·        Report to senior managers on any issue that could significantly impact the business

·        Attend Change Advisory Board meetings

·        Take overall responsibility for incident and Service Request handling on the Service Desk, NOC, and Remote Support.

·        Acting as an escalation point where difficult or controversial calls are received

·        Production of statistics and management reports

·        Representing the Service Desk at meetings

·        Performing briefings to teams on changes or deployments that may affect volumes at the Service Desk, NOC, and Remote Support

·        Assisting analysts in providing first-line support when workloads are high, or where additional experience is required.

·        Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.

·        Single Point of Contact of related domains for escalation management and audits.

·        Suggesting proactive improvement plans for the Service Desk, NOC, and Remote Support

·        Tracking progress of Service improvements

·        Team Governance for team co-ordinations, Training, Knowledge management, Resource planning.

·        Single Point of Contact of related domains for escalation management and audits.

·        Project Management support for team approvals and project billing (RUS).

·        Support for TechM initiatives.

·        Proactive support, efficiency and response from Service Desk, NOC, and Remote Support.

·        Experience of working in 24/7 environment.

 

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