Team Lead - Global IT Operations Center

As a Team Leader in the IT Operations Center at LIXIL INDIA PVT LTD, your role is crucial in leading and supervising a team of 5 Shift Operators to ensure efficient monitoring and incident response for LIXIL's IT systems. Your responsibilities include: - Leading and supervising a team of Shift Operators to ensure efficient monitoring and incident response - Managing shift schedules to provide 24x7 support for IT systems - Overseeing the monitoring of system alarms and ensuring timely response to critical issues - Guiding and mentoring Shift Operators in resolving common IT issues - Handling escalations for complex issues and providing technical guidance - Collaborating with Tier 2 and Tier 3 support teams for seamless incident resolution - Monitoring team performance and implementing corrective actions for improvement - Providing training opportunities to keep the team's skills up-to-date - Contributing to the development of operational processes for efficiency - Preparing and presenting reports on team performance and incident trends - Participating in the recruitment and onboarding of new Shift Operators - Maintaining a positive team environment for open communication and knowledge sharing Qualifications required for this role include: - Bachelor's degree in information technology, Computer Science, or related field - Minimum 2 years of experience in leading technical support teams - Experience in a 24x7 IT operations environment in a large enterprise setting - Strong understanding of ITIL framework and incident management - Deep knowledge of IT infrastructure components - Excellent communication, interpersonal, and leadership skills - Ability to work under pressure and manage multiple priorities - Strong analytical and problem-solving skills - Experience with ticketing systems, preferably Jira - ITIL Foundation certification is highly desirable - Additional IT certifications (e.g., CompTIA Network+, Security+) are a plus Please note that shift work is required for this role, and flexibility in working hours, including weekends and holidays, may be necessary to provide global support coverage.,