IMEA (India, Middle East, Africa) India LIXIL INDIA PVT LTD Employee Assignment Hybrid Full Time 2 June 2025 Team Lead Responsibilities "Lead and supervise a team of System Engineer consisting of 5 members in their daily tasks, ensuring efficient and effective monitoring and incident response." Manage shift schedules and coverage to ensure 24x7 support for LIXIL's IT systems- IT Network, Servers and Cloud etc. Oversee the monitoring of system alarms from all IT devices, ensuring timely identification and response to critical issues. Guide and mentor System Engineer in following documented processes and procedures for resolving common IT issues related to IT Network, Servers and Cloud etc. Handle escalations from System Engineer for complex or unresolved issues, providing technical guidance and expertise. Collaborate with Tier 2 and Tier 3 support teams to ensure seamless escalation and resolution of critical incidents related to Network, Servers and Cloud etc. Monitor team performance against SLAs and other performance metrics, identifying areas for improvement and implementing corrective actions. Provide regular training and development opportunities to the team, ensuring their skills and knowledge remain up-to-date. Contribute to the development and improvement of operational processes and procedures, promoting efficiency and effectiveness within the team. Prepare and present regular reports on team performance, incident trends, and other relevant metrics to management. Participate in the recruitment and onboarding of new Shift Engineer, ensuring they are well-equipped to succeed in their roles. Maintain a positive and collaborative team environment, fostering open communication and knowledge sharing. Requirements Bachelor's degree in Information Technology, Computer Science, or a related field. Overall 5-8 years experience Minimum of 2 years of experience leading and managing a team in a technical support environment. Shift working required and mandatory; 6 days a week on a rotational basis Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage Proven experience in a 24x7 IT operations- Network, Servers and Cloud etc. environment, preferably in a large enterprise setting. Strong understanding of ITIL framework and its practical application in incident management. Deep knowledge of IT infrastructure components, including servers, networks, databases, and applications. Excellent communication, interpersonal, and leadership skills. Ability to work under pressure and manage multiple priorities effectively. Strong analytical and problem-solving skills. Experience with ticketing systems, preferably Jira. Qualifications ITIL Foundation certification is highly desirable. Additional IT certifications (e.g., CompTIA Network+, Security+) are a plus. CCNP/CCNA- Certification is preferred Show more Show less