Team Lead - Enterprise support

Team Lead / Operations Lead - JD

POSITION: -

LOCATION: -

JOB PROFILE:-

· Educate/Remind & Review their respective team/individuals on their KRA goals & targets.

• Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
• Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
• Manage team’s KRA goals and target achievement.
• Take ownership of cases – political or technical, keeping track & following up on escalated cases.
• Ensure progress of cases through backlog review.
• Notify/discuss with manager on cases that require technical assistance or which needs to be managed politically.
• Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
• Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
• To train engineers on topics those are identified by the escalation leads.

DESIRED PROFILE:-

A mature goal-oriented professional with

· Overall experience of 5-6 Years

1-2

· Ability to manage Client relationships

· Team/ people management,

· Proven track record in

o Resource Management (Roistering / Scheduling / Case Management),

o Metrics Management,

o Goal setting (KRA),

o Conduct Reviews

Span of Control:

10-12 L1/L2 Engineers