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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.

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