Technical Support Analyst Lead

Job Description

Position Type:Full timeLocation(s):IN.Delhi.RemotePosition Details:Primary Responsibilities

• Must show excellent management skills and provide strong technical support and leadership to the team.

• Must have technical background of a TSA, Senior.

• Good knowledge of a specific component of CSG s business. Ability to handle multiple tasks simultaneously.

• Supervise team of 2 or more, develop and lead the team to meet their objectives and customers SLAs

• Lead the team in daily activities efficiently

• Responsible for effective work processes within the team, delegates responsibilities and tasks to subordinate staff, prioritizes work efficiently, and delivers on commitments

• Act as Mentor, motivate team and actively participate in team dynamics

• Major Incident Management, Problem resolution and escalations

• Ensures compliance with SLAs and OLAs

• Proactively monitoring overall work-stream/incident progress/status at regular intervals

• Establish a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development, etc.)

• Technically lead team in solution of critical or complex issues.

• Occassional travel to customer sites required

• Manage, develop, monitor and prioritize team schedules

• Manage special events (Seasonal events, Vacations, Sickness, etc) and work loads

• Improve operational processes and practices

• Proactively monitor and deliver on team KPIs

• Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

• Lives and demonstrates CSG Values.

• Peer review on analysis and communication

• Drives knowledge sharing and internal team upskilling to support service improvement initiatives
• Demonstration of CSG Values.

Additional Responsibilities same as TSA Sr and may also include

• Monitor team work load and ensure 100% productivity and utilization in the team

• Reporting on KPIs and team progress

• Identify skill gaps in the team and define enablement path for each of the members

• Assist the service management layer as and when requested

• Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.

• Consults with customers on application and system sizing, performance requirements, application installation and deployment working in conjunction with platform engineering

Key Outputs & Accountabilities

• Acts as Mentor to provide leadership and guidance to team

• Ensure all support procedures are followed by team

• Contribute to support policies and procedures

• Contribute and manage escalation procedures

• Provide regular reports to the Regional Manager/Director

• Report status to customers and respond as first level escalation

• Works towards agreed objectives to adhere to internal and external stakeholder requirements

• Report on team statistics and KPIs to senior staff

• Ensures that the team works according to best practices and maintains relevance of procedures with industry standards

• Creation, maintenance, validation and publication of Remedy Knowledge Management articles

• Assist the Service Management Organization with tracking and maintaining support and maintenance margins

Desired Skills & Experience

• Driven, a go getter with a can do attitude who leads by example

• Able to quickly grasp new ideas and concepts and convey to others

• Able to drive issues to resolution with no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Advanced knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify information

• Excellent written and verbal communication skills in English

• Able to communicate in English (Advanced) and one additional language is preferred

• Solid understanding of client requirements and product implementation

• Experience in Incident/Problem/Change/Knowledge Management

• Experience in Telecommunication industry is preferred

• Advanced knowledge of Microsoft Office

• Deep understanding of complex software system architecture and operations

• 7-9 years of work experience in software industry or related fields

• 2-3 years of work experience in a leadership role managing a team of 2 or more people

• Degree or Diploma in Information Technology; Computer Science, Engineering

• ITIL accreditation preferred

• Customer facing skills to perform on-site support for customers who have purchased the services

• Subject matter expert in an area of operational support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, Windows Server, etc

• Always seeks creative solutions for complex internal and external challenges on product and service dlivery

• AWS and knowledge of cloud technologies will be an advantage

• Knowledge of BI and data warehousing

• Qualified as a TSA Sr

• Drives innovation and has a finger on the pulse of the industry

• Champions Service Improvement and works towards ensuring the customers experience exceeds expectations

,

Keyskills :
technicalsupport datawarehousing anage develop monitor prioritizeteamschedules