Network Operations Team Lead
1 month ago
Fully On-SiteShift Type:
Rotational EST Hours
Position Summary:Network Operations Center Team Leader
will be responsible for leading, motivating and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the
team provides a first-class service to ITBD’s onshore Clients
when dealing with and resolving a variety of managed service enquires. This is a very
customer focused, hands-on role where the Team
L
eader
will be expected to handle and resolve customer issues as well as undertake the day-to-day management aspects that the post requires.
Education and Qualifications:L>=8 years of IT or related domain.Excellent written and verbal communication skills.Education: Graduate (Any stream) preferably in computer science or related field.Experience with Managed Service Providers or MSP platform companies.
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 leader’s 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.
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 ITBD’s 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 department’s Service and Process Improvement analysts to ensure all aspects of the department's “business as usual” operations can be maintained to meet customers’ requirements.Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.Ensure activity on projects is regularly monitored to ensure milestones are met.Ensure the Test labs are maintained and supported to agreed standards which will assist team members in continuous learning and development of their technical competencies.Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc.
Functional Capabilities:
Technical SkillsMSP experience.Experience with service delivery to at least one of these countries-
US, Canada, Australia, UK & New Zealand.Technology leadership experience.Technology solutions building experience such as network design, technology consulting, virtual infrastructure environment design and implementation.Experience with managing a helpdesk, NOC, SOC, and Cybersecurity teams.MSP tools experience such as
ConnectWise, Kaseya, Datto-candidate must have
used one of these helpdesk or NOC tools to deliver and manage service.MSP technologies background such as
Wintel, VMware, Office 365, Azure/AWS, Active Directory -candidate should have had IT infrastructure tech to service delivery manager career path.
ITBD Benefits briefly:salary and benefitswork-life balanceon-the-job training, best-industry communications training, and sponsorship for skill development.insurance coverage is worth INR 5 Lakh for employees and their immediate family.policy coverage to INR 5 LakhLife insurance worth INR 20 Lakhengagement clubs at work, including book and movie clubs.Wellness programs for employees' wellbeing specially taken by CEO Life by Design which covers sessions.
ABOUT US:IT By Design is a global IT infrastructure management company with headquarters in Jersey City, New Jersey. We specialize in providing complete IT solutions and support including 24X7 Helpdesk, SOC, NOC, Cloud, Cyber Security and Business Continuity services.
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