Team Lead

 Job Title:TeamLead – Managed ServicesJob Summary:The Manager – Contracts / Team Lead – Managed Services isresponsible for overseeing and managing IT Facility Management Services (FMS),Remote Customer Support, and Centralised Monitoring (NOC) operations. The roleensures the seamless delivery of IT support services through skilled residentengineers, expert remote troubleshooting teams, and 24/7 monitoring hubs.Responsibilities include coordination with specialised team leads, customersupport management, SLA adherence, proactive issue resolution, and continuousimprovement. The role also demands strong financial discipline in contract executionand effective cross -functional collaboration.Key Responsibilities:Operational Management:• Supervise daily FMS operations, including ITinfrastructure support, end -user service delivery, and maintenance activities.• Oversee expert remote customer support operations, ensuring effectivetroubleshooting and timely incident closure. • Ensure SLA adherence across allservice areas—FMS, Remote Support, and NOC operations. • Coordinate withspecialised team leads (FMS Lead, Remote Support Lead, NOC Lead) to streamlineservice operations and resolve escalations. • Oversee incident, change, and problemmanagement processes to maintain operational efficiency. • Plan and implementpreventive and corrective maintenance for IT assets.Team Management:• Lead and mentor Skilled Resident Engineers (FMS), RemoteSupport Engineers, and NOC monitoring teams. • Manage 24/7 operations of theCentralised Monitoring Hub (NOC), ensuring high service availability. • Manageand monitor customer support functions ensuring customer queries, tickets, andescalations are handled effectively. • Coordinate with specialised team leadsfor workload distribution, escalation handling, and technical expertisedeployment. • Schedule and manage shifts across all service teams to ensureuninterrupted support. • Ensure continuous skill enhancement, performancemanagement, and adherence to operational protocols. 101, Satyadev Plaza,Veera Desai Road, Off New Link Road, Andheri West, Mumbai 400053 Client Interaction:• Act as the primary point of contact for clientstakeholders for all service verticals—FMS, Remote Support, and NOC. • Conductperiodic review meetings with clients to discuss SLA performance, servicequality, challenges, and improvement plans. • Ensure timely reporting ofservice metrics including uptime, ticket response/resolution times, and NOCmonitoring KPIs. • Address customer concerns promptly and ensure high customersatisfaction.Service Quality and Compliance:• Monitor and improve service quality across FMS, RemoteSupport, and NOC operations. • Ensure all customer support processes arecompliant with ITIL, security policies, and client -specific requirements. •Drive adherence to SLAs and proactively manage any risks to service delivery. •Maintain updated documentation for processes, workflows, equipment inventory,and support activities.Continuous Improvement:• Identify and implement process improvements acrosson -site, remote, and NOC teams. • Analyze recurring issues and implementpreventive measures to reduce incident volume. • Review team, ticket, and NOCperformance data to identify optimization opportunities. • Stay updated withevolving technologies and recommend relevant upgrades or automation for serviceefficiency. RequirementsQualifications and Skills:Educational Background:• Bachelor's degree in Computer Science, IT, or a relatedfield.Experience:• 5–6 years of experience in IT Facility Management Services(FMS), Remote IT Support, or NOC operations. • At least 2–3 years in amanagerial or team lead role. • Demonstrated experience in managing customersupport teams and coordinating with specialised technical leads. • Strong trackrecord in SLA -based service delivery.Technical Skills: 101, Satyadev Plaza, Veera Desai Road,Off New Link Road, Andheri West, Mumbai 400053 • Strong understanding of IT infrastructure (servers,storage, networks, virtualization, backup). • Experience with ITIL frameworksand service management tools (ServiceNow, ManageEngine, etc.). • Familiaritywith NOC tools and incident monitoring systems. • Expertise in remotetroubleshooting processes and customer support frameworks. • Knowledge ofbudgeting and cost control in service delivery contracts.Soft Skills:• Excellent communication and interpersonal skills. • Stronganalytical, problem -solving, and decision -making abilities. • Customer -focusedapproach with a commitment to SLA compliance and service excellence. • Abilityto work under pressure and manage multiple priorities.Key Deliverables:• Consistent SLA adherence across FMS, Remote Support, andNOC operations. • Improved customer satisfaction scores and positive feedback.• Efficient team coordination, reduced escalations, and optimized serviceworkflows. • Cost -effective and budget -compliant contract execution. • Updatedand audit -ready documentation for operational processes and IT assets.