Team Lead, Managed Services Operations

• Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
• Provides support to all escalated incidents
• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
• Acts as emergency support contact as needed, for critical client and business-impacting issues
• Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
• Timely escalation of all tickets to management with ensuing updates, where applicable
• Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks
• Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
• Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
• Performs quality audits, covering process, service experience, ticket updates as required
• Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
• Implements training and development initiatives for direct reports
• Engages with clients for technical operations as part of routine operations
• Constantly measures and analyze team’s delivery capabilities

• Good organizational and team management skills
• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients
• Developing understanding of budgets and cost management
• Good time management, prioritization and delegation abilities
• Good focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to work across different cultures and social groups
• Ability to work well in a pressurized environment and adapt to changing circumstances
• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field
• Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organization
• Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements)
• Demonstrated experience in organizational change management (transformational experience)
• Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center

ITIL certification is desirable