Team Lead (Support)

Experience: 4-6 years.

Requirements:

• Excellent written and verbal communication
• Expert level knowledge on all major support areas and issues
• Have knowledge of various support teams, their TAT, contact information and working hours info
• Manage the Team Engineers, working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Provide feedback on a regular basis for development of the engineers.
• Completing and executing daily, weekly, monthly activities as a part of BAU
• Responsible for Change, Incident, Problem, Configuration, Service Desk & Release Management.
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, and provide feedback to Managers and work with customer IT and Managers.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
• Customer relationship and Personnel Management.
• Coordinate shift rosters, conduct team meetings, track & analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability.
• Prepare Shift Reports and periodical MIS Reports for measuring SLA yield.
• Prepare & document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits & Process Reviews for ensuring strict adherence to the Process Parameters/Systems.
• Keep stakeholders informed of the current status of the active incidents and activities.
• Execute projects and related activities for process enhancement.

This is an Immediate Opportunity candidates with less than one month notice will be preferred.

Please ignore this mail if the above profile doesn’t match with your current Job Role.

Thank you for your Valuable Time.

Hoping for a Prompt Response!!!

(Please mention NCRJobs.in for reference)

(Please mention NCRJobs.in for reference)

Location :

Address :