On-site
Part Time
About this opportunity:
The Team Lead for the SRF team is responsible for managing and coordinating service request fulfillment activities to ensure high-quality, efficient, and error-free delivery. The role involves leading a team to execute operational changes, implementing process improvements, mentoring team members, and ensuring compliance with organizational policies and standards.
What you will do:
Operational Leadership
1. Oversee day-to-day SRF operations to ensure timely and accurate fulfillment of service requests.
2. Ensure all changes are executed following the SRF processes without deviation.
3. Conduct thorough reviews of MOPs (Method of Procedure) and CRs (Change Requests) to maintain high-quality standards.
4. Manage and monitor production activities like RHEL patching, Oracle PSU, and EP deployments, ensuring minimal service impact.
Team Management & Development
1. Mentor and guide team members to enhance their technical and process competence.
2. Develop and implement a backup readiness plan for critical customer accounts
3. Conduct interactive discussions, training sessions, and small assessments to ensure adherence to best practices.
4. Encourage team members to complete mandatory certifications (e.g., RHCSA) and trainings (SLP, OKR).
Stakeholder Management
1. Maintain high functional visibility by providing regular updates and valuable insights during incident calls, bridges, or emails.
2. Actively communicate with stakeholders to manage escalations and ensure seamless operations.
Compliance & Security
1. Ensure secure access management by updating team credentials biweekly or monthly before expiration.
2. Adhere to organizational policies, including Ethics, Compliance, and COBE standards.
3. Maintain session logs for accountability and to meet security team requirements.
Reporting & Performance Tracking
1. Prepare and deliver timely, detailed monthly scorecards for team performance evaluation.
2. Track and document extra work beyond standard operational activities to showcase team contributions.
Qualifications
1. Experience: Minimum 5 years in operations management or SRF-related roles, with at least 2 years in a leadership capacity.
2. Certifications: RHCSA certification (mandatory or in progress), SLP, and OKR.
3. Technical Knowledge: Familiarity with DevOps tools, cloud technologies, and configuration management systems.
4. Education: Bachelor’s degree in computer science, IT, or a related field (preferred).
KPIs (Key Performance Indicators)
1. Percentage of error-free changes and escalations managed.
2. Team’s completion rate for assigned certifications and training.
3. Automation initiatives successfully implemented.
4. Monthly scorecard performance and team adherence to SLAs.
5. Backup readiness for critical accounts.
Ericsson
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