Team Leader

Role and key responsibilities:

• Manages contributors and/or supervisors at country or sub-region level, with accountability for results and staff supervision.
• Plans, monitors, and directs operational/technical team activities to achieve business and operation’s targets.
• Enforces established policies in managing resolution of both common SLAs and complex Business/technical issues.
• Acts as an escalation point for customer issues/challenges.
• Establishes relationships with customers and their functional management Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.
• Plans, directs, and monitors operational/technical activities of staff.
• Coaches and supports development of Front-Line Engineers and drives team performance.
• Provide analysis on metrics and drive improvement plan
  

Key skills and knowledge:

• Bachelor’s degree from a reputed University with 2 to 3years of TL experience
• Proficiency in using ServiceNow or similar IT service management tools.
• Should be comfortable working in Flexible Shift Timing
• Comprehensive knowledge of all PCs / Printers
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and networking concepts. Ability to effectively communicate technical information to non-technical users.
• Proficiency in using ServiceNow or similar IT service management tools.
• Strong understanding of Active Directory, including user and group management
• Should have analytical skills with basics in Excel to analyze and identify areas of technical and skill competency improvement.
• High Levels of demonstration of Interpersonal & communication skills and stakeholder management skills ITIL certification would be added advantage
  

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R1636195