Team Lead - Global IT Operations Center

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