Job Description

operations Lead Change and Release Mgmt egular 1-0-1 discussions with the L1 L2 SME for performance, training needs, growth and career development Publishing team stats to the engineers regularly and ensuring timely feedback is given Client interacti on for process improvement suggestion, weekly meetings, discussions etc. Scrub data for variance positive or negative in SLA KPI and other metrics Coordinate with service desk and other resolver groups to ensure the technical process issues being fac ed by the engineers are resolved Conduct regular team huddles and share important information with respect to process procedures Coordinate with the PM to assign duties tasks for short term project activities, ensuring timely completion and capturing specific observations Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase. Also participating in reviewing existing KBs for updates changes Other organizations level responsibilities like p articipating in hiring drives, interviews, training activities, performance appraisals, etc. Team rewards and recognition, appreciation to keep existing engineers motivated Tracking SLA KPI backlog etc. to ensure these are green and in control Experi ence & Qualification Overall 6-7 years of experience within service desk helpdesk out of which at least 1-2 years as an on paper Shift Lead in a customer facing role. Managing a team of at least 12-15 L1 L2 engineers Graduation degree ITIL Certificat ion Skillset # Sound knowledge of ITIL Methodologies & best practices # Good working knowledge of MS-Word, Excel, PowerPoint and Outlook, Visio, etc. # Technical knowledge of Windows OS # various versions, O365, Active Directory, Citric, VMWare, basi c Networking knowledge # Hands on experience of working on ITSM tools like # Manage Engine, ServiceNow, BMC Remedy, etc. # Excellent customer handling skills, fluent in written and verbal communication # Excellent training, coaching and mentoring ski lls # Ability to communicate at all levels across the business # Quick learner and understand the nitty-gritties of a complex working structure # Good interpersonal skills, time management and metrics management # Ability to multitask..

Job Requirements: Others, Others, Others

Job Type

Full Time

Location

BANGALORE

Mandatory Skills

• Others