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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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