IT Support Operations Lead
3 weeks ago
Job Title: Incident - Shift Lead
Job Description:
We are seeking a highly skilled IT Support Operations Lead to join our team at Maneva Consulting Pvt. Ltd. As an Incident Management Specialist, you will be responsible for managing IT support operations, ensuring all user tickets are recorded in the IT Service Desk ticketing system, and collaborating with internal and external IT resources.
Key Responsibilities:
- Manage IT support operations, ensuring all user tickets are recorded in the IT Service Desk ticketing system.
- Collaborate with internal and external IT resources, including L1 Engineers and third-party contractual IT Engineers.
- Ensure all IT infrastructure issues are resolved in a timely manner.
- Develop and maintain a knowledge database for end-users and IT colleagues to prevent recurring issues.
- Provide training to IT team members as needed.
- Manage IT hardware and software inventory across all locations with support from L1 Engineers.
- Maintain records of IT AMCs (Annual Maintenance Contracts) and services.
- Escalate issues to senior IT management if unresolved within the defined SLA (Service Level Agreement).
Requirements:
- Proven experience in managing IT support operations.
- In-depth knowledge of IT infrastructure and end-user issues.
- Strong understanding of ITIL processes.
- Excellent incident management and problem-solving skills.
- Ability to create and manage a knowledge database.
- Experience in providing training to staff.
- Proficiency in managing IT hardware and software inventory.
- Familiarity in maintaining IT infrastructure documentation.
- Strong escalation management abilities.
- Knowledge of backup and restoration procedures.
Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- MCA (IT), BE, B. Tech, ME, MSC (IT), BSC (IT), or BCA.
About Us:
Maneva Consulting Pvt. Ltd. is a leading IT consulting firm. We are committed to providing high-quality IT services to our clients.
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