Team Leader II, Infra Run

Job Description

Job Purpose (Job Summary): Manage Central Support Services (CSS) team s high-quality timely resolution of support requests. Provide coaching, training, planning and scheduling functions to ensure staff productivity and efficiency of work. Identify opportunities for improvement, make suggestions and implement the suggested resolution. Act in a supervisory role to provide leadership and direction to CSS Team members. Key Responsibilities / Duties:

• Line management of CSS Team.
• Ensure capability of the team is sufficient to fulfill operational needs.
• Further develop team s capabilities, encourage coach and mentor team.
• Prioritizing work, taking into consideration skills required and estimated time to complete tasks. Assigning to appropriate team members and assisting them as necessary with the execution.
• Provide hands on support to team when and where required.
• Attend/chair the daily huddle for the CSS Team.
• Ensure that the ongoing operational needs of the team are matched by appropriate staff development.
• Onboarding of new members of CSS Team.
• Focal/escalation point for issues.
• Ensure own performance positively impacts performance of the CSS Team
• Assist the CSS Manager as and when required, provide backup support for the CSS Manager when they are unavailable
• Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines
• Act as liaison between team and Management
• Act as a point of contact for clarification surrounding CSS process/procedures within the ITSM framework and assist in their continual review, where necessary make recommendations/amendments that further enhance and improve our service offering
• Ensure that all documentation and procedures attributed to CSS are current and relevant
• Continuously monitor all outstanding incidents / requests and action appropriately to ensure that agreed standards are consistently achieved.
• Keep abreast of current developments and trends in Information Technology through networking, continuing education and industry/technology publications.
• Develop, implement and ensure processes, procedures and standards are followed.
• Establish parameters for and monitor work quality and performance metrics to review the team s performance to improve client service.
• Conduct root-cause analysis to identify issues and prevent future incidents.
• Create analysis and trending reports for management.

Work Experience / Knowledge:

• 4+ years of leadership experience in global tech service delivery environment is must, ideally in a remote support role.
• Over all 9+ years of experience in technology domain
• Strong demonstration of leadership capabilities.
• Financial Services Experience a key advantage, highly pressurized environment an essential.

Skills / Other Personal Attributes Required:

• Leadership, coaching and mentoring skills.
• Infectious enthusiasm for service delivery.
• Excellent People skills with the ability to act with influence.
• Be able to work with minimal supervision while adhering to Invesco technical and operational procedures and policies.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
• High-energy, confident professional with an ability to remain calm and take control in a crisis.
• Open minded, flexible, and willing to listen for other people s opinions.
• Outstanding communication skills both verbal and written.
• Ability to multi-task and prioritize.
• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.
• Effective time management skills
• Required to work in 24 x 7 shift pattern
• Adapts to changing demands and conditions
• Willing to keep up to date and build upon skill and knowledge base.

Formal Education: (minimum requirement to perform job duties) A Bachelor s Degree. Skills / Other Personal Attributes Required:

• Leadership, coaching and mentoring skills.
• Infectious enthusiasm for service delivery.
• Excellent People skills with the ability to act with influence.
• Be able to work with minimal supervision while adhering to Invesco technical and operational procedures and policies.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
• High-energy, confident professional with an ability to remain calm and take control in a crisis.
• Open minded, flexible, and willing to listen for other people s opinions.
• Outstanding communication skills both verbal and written.
• Ability to multi-task and prioritize.
• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.
• Effective time management skills
• Required to work in 24 x 7 shift pattern
• Adapts to changing demands and conditions
• Willing to keep up to date and build upon skill and knowledge base.

Formal Education: (minimum requirement to perform job duties) A Bachelor s Degree.,

Keyskills :
salescustomer relationsslaqualitycoachingservice levelpeople skillsremote supporttime managementservice deliverysupport servicesmanagement skillscorporate liaisonfinancial servicesperformance metrics