Technical Team Lead

Position Summary

• >=8 years of IT or related domain.
• Excellent written and verbal communication skills.
• Education: Graduate (Any stream) preferably in computer science or related field.
  

Responsibilities

• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating, mentoring, and developing a team of 15-20 Engineers (a combination of L1, L2, and L3) to deliver a first-class service.
• Consult with customers regarding post-sales requirements, and delivery, and will have input into ongoing service reviews.
• Ensure all Managed Service provisions are delivered on time and following ITBDs Clients expectations and that support is provided accordingly with both internal and external stakeholders.
• Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
• Conduct monthly one-on-one is with individual team members as well as quarterly reviews.
• To monitor and record attendance and manage issues as appropriate.
• Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
• Troubleshooting on Wintel, Firewall, and messaging (Office365 and Exchange Servers).
• Monitoring backups.
• Troubleshooting networks, virtualization, and Windows servers.
• To recognize opportunities for improvements to procedures by proactively offering ideas and solutions.
• Encouraging team input into procedures and practices assisting them in developing their ideas.
• Provide an escalation level for problem support, management, resolution, and communication as appropriate.
• Work with the departments Service and Process Improvement analysts to ensure all aspects of the department's business as usual operations can be maintained to meet customers requirements.

  Capabilities

  Must-Have

• Proven experience of 8+ years in a combined customer service handling / Managed Services role.
• Minimum 4 years experience working in an MSP environment is a must with a minimum of 2 years as a Team Leader/Tech Lead.
• Exceptional knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD, O365, and VMWare.
• Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an advantage.
• Experience in motivating and leading others or deputizing in the team leaders absence.
• Experience in providing structured feedback and coaching others.
• High standard of communication both written and verbal, must have prior experience with servicing and communicating with onshore Clients.
• Capable of managing own workload with minimal supervision to tight deadlines.
• Able to prioritize and distribute team workload effectively.
• High performer who is recognized as a role model in his current role.
• Able to deal with challenging client and staffing issues in a professional and supportive manner and to see these through to resolution.
• Keen to offer ideas and solutions to develop the Managed Services function

Behavioral Skills

• Longevity and commitment in previous work
• Collaborator.
• Ability to meet targets under pressure and time-bound deadlines.
• Dynamic and pleasing attitude and personality.

Our Culture and You

• Competitive salary and benefits
• Great work-life balance
• Comprehensive on-the-job training, best-industry communications training, and sponsorship for skill development.
• Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.
• Term Life insurance worth INR 20 Lakh
• Community-based engagement clubs at work, including book and movie clubs.