Job title: team lead - incident operations
the team lead - incident operations oversees a team of specialists to ensure the necessary parameters for providing an optimal service level in monitoring infrastructure and resolving major incidents that arise.
key responsibilities:
* manages customer service parameters to guarantee an acceptable service level is being provided.
* communicates operational issues and relevant business information to the team.
* facilitates personal development of team members by determining baseline performance, identifying skill gaps, coaching technical skills of subordinates, and identifying teams' development priorities/training needs & solutions.
* ensures staff well-being, facilitates effective teamwork, and conflict handling.
* facilitates implementation of change through support and implementation of change initiatives.
* plans, schedules, coordinates activities, and resourcing for the team.
* facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
* monitors team's productivity and operational performance, takes rectifying action if required (focus on analyzing trends and issues and developing solutions).
required skills and qualifications:
* fluent english language skills required: verbal and written communication.
* self-motivated and disciplined.
* strong stakeholder relationship management skills.
* strong investigative and analysis skills.
* strong technical and process design and implementation skills.
* strong communication and presentation skills along with the ability to work in a highly collaborative environment.
* ability to work creatively and analytically in a problem-solving environment.
* manages multiple priorities in a high-pressure environment.
* has strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.
* able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.
technical skills:
* 3+ years of experience in a customer service monitoring operational environment.
* good technical understanding of it fundamentals.
* good knowledge in itsm tools.
* good technical understanding of o.s. like windows, linux, and aix.
* good technical understanding of hypervisor technologies like vmware, hyper-v, and acropolis.
* good technical understanding of network devices and configuration.
* good technical understanding of storage and backups.
* good technical understanding of databases.
benefits:
* good technical understanding of emerging technologies.
others:
* this role involves working collaboratively within a team environment to achieve goals and objectives.