Technical Team Lead
4 weeks ago
Job Summary
This role is responsible for delivering exceptional customer service within a mission-critical managed services environment. The ideal candidate will have a proven track record of developing and leading high-performing teams that consistently exceed customer expectations.
Key Responsibilities
- Manage and escalate operational issues within the Monitoring & Management Centre (MMC) for Client Support.
- Ensure changes are logged and completed with risk assessment to prevent customer environment compromise.
- Resolve complex technical issues escalated by Support Level I & II analysts.
- Keep clients and partners informed of issue status.
- Deliver a responsive and effective support service for client incidents and service requests, escalating to relevant teams as needed.
Performance Metrics
- Quantity and quality of issues resolved within MMC.
- Successful resolution of escalated issues within agreed SLAs.
- Proactive analysis of issues.
- Clear and concise call logs for future reference.
Requirements
- Excellent understanding of web site technology.
- Excellent understanding of internet.
- Good understanding of Server Management.
- Knowledge of a call management system and its function.
- Knowledge of ITIL and its function within IT.
Skills
- Excellent Microsoft server skills (troubleshooting).
- Excellent customer service skills.
- Ability to manage call levels.
- Confidence in liaising with other personnel.
- Ability to multi-task and work well under pressure.
- Good team working skills essential.
- Ability to document processes and procedures in a clear, concise, and logical manner.
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