Shift Lead - Operations

Job Description

• Contribute to short and long-term operaional planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.
• Manage , Drive and improve the effectiveness and efficiency of the service support delivery Team.
• Support the Operations Manager to Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Key Spoc for
• SPOC for all operational requirement during his shift timings ,
• Satisfying customer queries and follow up on escalated issues.
• Day to day Operational Trend Analysis and driving the shift Operations accordingly.
• Team Integration, coordination and Management SPOC for all escalations within the scope of delivery during his shift timings.
• Shift Roaster Management, Driving to meet the deliverables within SLA , recognizing the efforts of the team.
• Ensuring process adherence by the Team and Maintain Team d cor and discipline on the Operational Floor.
• Drive/Support initiatives in the management team and organizationally that contribute to long-term operational Documentation and Reporting
• Works on complex problems / projects where analysis of situations or data requires an in depth evaluation of multiple factors.
• Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
• May provide mentoring and guidance to lower level employees. Provides inputs towards process improvements.
• Deliver the Services with defined Service Level Commitments
• Drive the operation effectively by following applying the ITIL, ITSM industry best practices.
• Drive the Escalation Management
• Single point of contact for customer for any escalation, projects communication during his shift .
• Ensure the Managed Services staffs are aware of and adhere to company procedures and policies.
• Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues
• Maintain high morale, satisfied and productive sub unit staff.
• Define ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods.

about you

• 4 years or more relevant experience in IT services field & Remote Infrastructure management operations with experience in managing a technical support team as Supervisor roles -Shift Lead/Team Lead .
• Bachelor s degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent Good command on using excel Macros for reporting , analysis etc - mandatory Good command on using MS Powerpoint for customer facing presentations - mandatory
• Experience in driving Lean Sigma projects for operation efficiency improvements - mandatory
• Excellent knowledge on ITIL / ITSM methodology in applied form on Service Operations for Global Clients is mandatory .
• ITIL Foundation certification - mandatory
• ITIL Intermediate - preferable
• CCNA Voice certification - preferable
• Working Knowledge/overview of IP Telephony and Unified Communications & Collaboration (UCC) environment.
• Basic Familiarity with systems functionality and business continuity
• Experience of using a ITSM call logging system(SM / SM7 / Remedy / HPSD / Clarify / Service Now)
• Experience of working to defined service level- SLA commitments
• Ready to work in 24 * 7 delivery environment Good Knowledge on ITIL framework.
• Experience of handling the remote infrastructure operation & should be conversant in ITIL/ITSM framework
• Manage and coordinate activities during overall ticket life cycle.
• Responsible for sending P1/P2 Incident notifications as per agreed process
• Chair Bridge calls for effective coordination, incident resolution, service restoration
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
• Follow the global Service Restoration Management Process
• Ensure Incident Timeline Report is created immediately after resolution Contribution to ongoing process & operational improvements.ITIL Foundation certification is must.
• Real Time & continuous follow-up with various stake holder of customer & vendors for incident resolution
• Participating in operation process enhancement Possess excellent communication, interpersonal, people Management and Team Management skills.
• Contribute towards skill improvement/ training plans and support successful execution of the same
• Wish to pursue career in People Management Operations roles and not individual

Contributer role additional information

• Excellent interpersonal skills
• Good oral/written communication skills
• Good person management skills
• Good team management skills(Ability to work in a team environment, which may be local, global, virtual, or multifunctional. Demonstrate good teamwork with peers)
• Business awareness
• Strong Customer Focus
• Should have Convincing skill
• Ability to work under pressure.
• Adaptability & responsiveness to department
• Excellent in driving the team, passionate of bringing new changes,practices to take the delivery/project to next level.

,

Keyskills :
itiltechnical supportslareportingservice deskeffective team managementremote infrastructure managementccna voicestatements of work sow