Team Lead - Network Operations Center

As a Team Lead (Managed Support Services) at Multiverse, your main responsibility will be to oversee the delivery of managed support services for public cloud platforms. You will lead a team of support engineers in providing round-the-clock support to customers in India and abroad. Key Responsibilities: - Monitor service desk tickets to ensure adherence to SLAs - Serve as an escalation/emergency contact for critical incidents - Escalate issues to management with timely updates - Work with customers and stakeholders to resolve operational tasks within SLA - Efficiently plan shifts and ensure adherence to shift handover processes - Identify and automate routine tasks for optimization - Coordinate with OEM for technical interaction on escalated incidents - Develop and enforce SOPs within the team - Provide mentorship and guidance to team members - Participate in service delivery reviews and ensure technical deliverables - Monitor overall service and team performance, ensure compliance with processes - Provide effort and cost estimates to customers Desired Skills And Experience: - Experience in managing a team in a managed support services delivery environment - Technical expertise in installation, configuration, and troubleshooting across various technologies - Strong organizational and team management skills - Effective communication and collaboration abilities Qualification Criteria: - Bachelor's degree in computer science, Electronics, Telecommunications, or equivalent - Minimum 8 years of experience in managed support services - Experience in managing NOC services is desirable Please note that the above job description is for a Team Lead (Managed Support Services) position at Multiverse.,