Job Description
- Maintain day to day L1 operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined KPIs. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Be the Change Management owner of continuous improvement for Service Desk (SD) and ITSM practice
- Manage teams accountable for event, incident and service request response. Record incident, problem resolution in system and communicate to all stakeholders
- Provide indepth operational analysis on event, incident, problem, fulfilment managements. Perform comprehensive root cause analysis, and advise how to avoid such incidents in future
- Organizes activities to use good practices of ITSM frameworks. Research, diagnose, troubleshoot and identify solutions to resolve customer issues. Document knowledge in the form of knowledge base tech notes and articles.
- Lead, coach and manage teams daily to improve customer service, efficiency and technical aptitude
Job Requirements
- A bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience, is required
- 7 to 10 years of IT and business/industry work
- 5 years of leadership responsibility managing midsize to large teams and influencing seniorlevel management and key stakeholders
- Experience in operational management or project management with teams of 515 members
- Experience in data center or network operations with HA (high availability) and/ or 24X7 service level objectives desirable, or in a Service Desk/Call Center with 24x7 operations
- Excellent written and verbal communication skills.
- Excellent customer service skills
- Strong attention to detail
- Acquainted with ITIL framework.
- Deep understanding of Databases, Client /Server operating systems, Networking, and IP Telephony
- IT Audit, IT compliance
- Project management
- Flexible approach to work and problem solving