The Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.
This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.
Key Roles and Responsibilities :
Monitors the work queues and provide support to client 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 agreed SLA.
Provide support to all escalated incidents.
Act as emergency support contact as needed, for critical client and business impacting issues.
Be able to schedule shifts successfully.
Ensures that the shift hand over process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
Accurate time management.
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.
Provide reports to executive members
Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices.
Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments Coach Service Desk, Operations Centre and L4 teams offering technical expertise and pushing work down to other engineering teams.
Performs quality audits, covering process, service experience, ticket updates etc. as required.
Drive customer oriented approaches.
Drive service delivery to clients from the Operations Centre and / or CoE.
Apply standardised service management service operations (SMSO) to deliver managed services.
Provide operational support and continuous service improvement post client handover from TS (or other) teams
Implement training and development initiatives for direct reports.
Engage with clients for technical operations as part of routine operations
Constantly measure and analyse team's delivery capabilities.
Relevant IT / Computing degree
Relevant and up to date ITIL certification
Relevant technical certifications (CCNA, CCNP, Cloud etc.)
Fundamental knowledge of Azure, AWS, SAP and Linux (3 - 5 years experience)
Previous call centre / team lead experience (3+ years experience)
Experience in customer support services (2 - 3 years experience)
Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements etc.)
Demonstrated experience in organisational change management (transformational experience)