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Full-Time IT operations lead

Smartedge solutions – Posted by Phani kanth Anywhere

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.

Job Categories: IT. Job Types: Full-Time.

Job expires in 14 days.

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