Network Engineer Team Lead

7 days ago

Kanpur, Uttar Pradesh, India GEDU Services Full time

Duties and Responsibilities:

  • Lead a team of IT support technicians and engineers, providing guidance, mentorship, and support to ensure the timely resolution of technical issues and adherence to service level agreements (SLAs).
  • Implement and maintain IT service management best practices, including incident management, problem management, change management, and service request management processes.
  • Develop and maintain ITSM documentation, including standard operating procedures (SOPs), knowledge base articles, and system documentation.
  • Collaborate with cross-functional teams to identify and implement improvements to our IT infrastructure, including hardware, software, networks, and security systems.
  • Monitor the performance and availability of IT systems and infrastructure components, proactively identifying and addressing potential issues to minimize downtime and ensure business continuity.
  • Manage relationships with third-party vendors and service providers, ensuring compliance with contracts and SLAs and resolving any issues or escalations in a timely manner.
  • Stay current with industry trends and best practices in ITSM and infrastructure management, recommending and implementing new technologies and processes to enhance efficiency and effectiveness.
  • Manage Develop & Deliver all Software/Tool/ technology and IT Infra Projects as per business needs

Required Skills and Qualifications:

  • Excellent understanding of the Scrum and Agile Software Development Methodologies using tools like Atlassian JIRA/Confluence and Azure etc.
  • Proficient with MS Office Suite ( Specially MS xlsx, MS Doc and MS ppt, Visio)
  • Good decision-making considering the criticality of needs and trade-offs.
  • Practical experience with product development management.
  • Strong knowledge of Intune. Entra ID, Office 365.
  • Ability to prioritise the ITSM process.
  • Excellent understanding of the principles of End user-Support
  • Excellent communication, both written and spoken, for collaborating with different teams
  • Work well in small and huge teams
  • Knowledge of design IT & IS guidelines.
  • Technical background with knowledge of hardware/Software and SAS Application support
  • Good organizational skills
  • Creative and innovative thinking
  • Passionate about providing intuitive and excellent user experience.
  • Good team player
  • Prior experience of working with Global clients

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