LucidPlus IT Solutions
1 month ago
Job Responsibilities :
- Remote monitoring of the Services which are running in the client environment.
- Coordinate with client contacts for delivery of SLAs and reporting.
- Ensure 24/7 availability of team members for monitoring, prioritize resolution and escalation within defined SLAs.
- Manage schedules to ensure 24/7 coverage and address peak workloads.
- Lead, mentor, and guide team members to achieve service excellence.
- Training of new members of the team.
- Ensure that team members adhere to IT security policies and practices.
- Monitor and address security-related concerns and access control.
- Offer support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
- Plan, prepare and manage monthly/weekly, team rosters to ensure 24/7 coverage and ensure continuous monitoring support.
- Coordinate team members to schedule shifts, breaks, and assignments, taking into account contracted SLAs, individual availability and preferences.
- Ability to work flexible hours and be on-call as required.
- Create and maintain a knowledge base, including FAQs and troubleshooting guides
- Develop and maintain standard operating procedures (SOPs) and document best practices
Experience Requirements :
- 2+ years working experience on a IT service desk role.
Knowledge Requirements :
- Good knowledge on information technology setup
- Strong & effective verbal and written communication skills.
- Willingness to work in night shifts and weekends.
- Customer-focused mindset.
- Strong organizational and time-management skills.
- Able to interact with a variety of stakeholders.
- Display high levels of integrity to ensure excellent service.
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