Team Lead - Global IT Operations Center

As a Team Leader - IT Operations Center at LIXIL INDIA PVT LTD, your role will involve leading and supervising a team of Shift Operators to ensure efficient monitoring and incident response for LIXIL's IT systems. Your responsibilities will include: - Leading a team of 5 Shift Operators in their daily tasks to ensure effective monitoring and incident response. - Managing shift schedules to provide 24x7 support for IT systems. - Overseeing the monitoring of system alarms to ensure timely identification and response to critical issues. - Guiding and mentoring Shift Operators in resolving common IT issues according to documented processes. - Handling escalations for complex issues, providing technical guidance and expertise. - Collaborating with Tier 2 and Tier 3 support teams for seamless incident resolution. - Monitoring team performance against SLAs, identifying areas for improvement, and implementing corrective actions. - Providing regular training and development opportunities to keep the team's skills up-to-date. - Contributing to the development of operational processes to enhance team efficiency. - Preparing and presenting reports on team performance, incident trends, and relevant metrics to management. - Participating in the recruitment and onboarding of new Shift Operators. - Maintaining a positive team environment by fostering open communication and knowledge sharing. Qualifications required for this role include: - Bachelor's degree in information technology, Computer Science, or a related field. - Minimum of 2 years of experience leading a team in a technical support environment. - Proven experience in a 24x7 IT operations environment. - Strong understanding of the ITIL framework and incident management. - Deep knowledge of IT infrastructure components. - Excellent communication, interpersonal, and leadership skills. - Strong analytical and problem-solving skills. - Experience with ticketing systems, preferably Jira. - ITIL Foundation certification is highly desirable. - Additional IT certifications such as CompTIA Network+ and Security+ are a plus. Please note that this role may require shift work and flexibility in working hours to provide global support coverage.,