Team Lead || Pune

Team Leader.

Qualification

Experience:

Job Location:

JD as follows

• Preparation of Daily Client reports & Application Outage communications.
• IT Service Management (ITSM) based on ITIL best practices.
• ITIL V3 Service Strategy, Service Transition, Service Operation and Continual Service Improvement.
• Provide appropriate inputs to the problem management process, RCA preparation and Drive group chats and bridge calls effectively to resolve incidents
• Lead team providing telephone and online support to customers experiencing technical issues.
• Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
• Monitored technical team calls to ensure maintenance of technical skills and good customer service.
• Tracked and logged all calls for each shift.
• Held weekly team meetings and involved staff in planning and decision making.
• Office 365 Migration.
• Service Delivery Oversight: Manage end-to-end service delivery processes, ensuring services are provided according to agreed-upon SLAs and quality standards.
• Client Relationship Management: Develop and maintain strong relationships with clients, understanding their needs and expectations to deliver tailored solutions.
• Team Coordination: Lead and collaborate with cross-functional teams, including technical, support, and operational teams, to ensure effective service delivery.
• Problem Resolution: Identify and address service delivery issues promptly, coordinating with internal teams to find solutions and prevent recurrence.
• Performance Monitoring: Monitor key performance indicators (KPIs) and metrics to track service delivery performance and identify areas for improvement.
• Continuous Improvement: Proactively identify process gaps and areas for optimization, implementing strategies to enhance service efficiency and effectiveness.
• Risk Management: Anticipate and mitigate potential risks that could impact service delivery or client satisfaction.
• Reporting: Prepare regular reports and presentations for management and clients, highlighting service performance and improvement initiatives.
• Resource Management: Allocate resources effectively to meet service demands and ensure optimal team productivity.

If you are interested in this opening please send your updated resume with following details on naveen.yadav@teamcomputers.com or WhatsApp on 9599596229.

Experience

Current CTC

Expected CTC

Notice Period