This job listing has expired and may no longer be relevant!
Full-Time IT operations lead
Job Description
Job description:
- Playing Role of IT OPERATINAL LEAD.
- Deputise all the responsibilities of Service Desk Manager in his absence or if occupied.
- Manage the overall Service desk, NOC and Remote support activities.
- Take on a wider customer-services role
- Report to senior managers on any issue that could significantly impact the business
- Attend Change Advisory Board meetings
- Take overall responsibility for incident and Service Request handling on the Service Desk, NOC, and Remote Support.
- Acting as an escalation point where difficult or controversial calls are received
- Production of statistics and management reports
- Representing the Service Desk at meetings
- Performing briefings to teams on changes or deployments that may affect volumes at the Service Desk, NOC, and Remote Support
- Assisting analysts in providing first-line support when workloads are high, or where additional experience is required.
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
- Single Point of Contact of related domains for escalation management and audits.
- Suggesting proactive improvement plans for the Service Desk, NOC, and Remote Support
- Tracking progress of Service improvements
- Team Governance for team co-ordinations, Training, Knowledge management, Resource planning.
- Single Point of Contact of related domains for escalation management and audits.
- Project Management support for team approvals and project billing (RUS).
- Support for TechM initiatives.
- Proactive support, efficiency and response from Service Desk, NOC, and Remote Support.
· Experience of working in 24/7 environment.
513 total views, 0 today