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Support Team Lead, Chennai
Ref. No.: STL/Ch
The role requires a good mix of technical and leadership skills to provide daily support to the team in the implementation of operational activities for communication with customers and software support.
Tasks and Responsibilities:
Be a point of expertise in both the technical aspects and operational aspects of service delivery
Understand the core tools in use and how they should be optimally utilized
Know where to find the standard processes and ensure the standard processes are being followed
Understand optimal service operation, and where operations are not performing to expectations, raise the issue with the Head of the Department with respect to initiating a service improvement plan
Act as a stand in for the Manager of the Support during absence/vacation and attend meeting on behalf of manager of the Support Department
Conduct regular operations meetings to tackle day to day delivery issues and ensure follow through on action items
Lead specific projects within the delivery team to improve productivity, quality and cost
Attend SLA Reviews and formulate/implement action items to ensure compliance
Contribute in quality and productivity improvement projects. Act as an advanced team member, providing analysis of information and project direction input
Ensure the team complies to customer SLA’s by utilizing the standard Incident Management lifecycle processes
Be proactive to anticipate issues or situations, which impact service availability and critical response time, and take necessary mitigation steps, escalating to management’s attention, where appropriate
Strive to ensure that no incidents exceed SLA and that none are missed;
Proactively plan to improve the skills and experience of the Support Engineers with the goal of achieving 100% incident resolution within the team
Perform any kind of deployments and updates to customer or internal environments
In collaboration with PMs and TDMs, coordinate and/or provide the customer user induction training
Review and approve the User & Administration Guides prepared by the support team
Ensure that all scheduled and agreed IT operations are clearly documented with a schedule and owner
Ensure adequate proactive follow up of major problems is performed and ensure the team retains ownership of the problem record until the issue is fully resolved
Ensure the team is fully acquainted with the problem management process and raise the relevant problem tickets to ensure that incidents and events do not keep reoccurring
Provide clear and unambiguous communication forums and channels across all your support consultants to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and within the framework expected
Create report to update company on the team’s progress and distribute it to the appropriate personnel
Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent certifications
Minimum of two or more years of experience within IT Operations, infrastructure services support
Ability to demonstrate excellent troubleshooting and problem solving skills
Excellent understanding of ITSM\ITIL processes & ITIL trained
Good understanding of how service delivery functions and its impact on customer satisfaction
Leadership and people management skills
Previous experience in operations management
Excellent communication skills in multi-cultural/complex environments
Must be able and prepared to make decisions in a difficult and pressured environment
Ability to manage changes
Results-oriented and effective
General Requirements for All SG Employees:
Must have a positive, get-done attitude and willingness to take on and contribute in any cross-functional areas the team needs at any given time
Must understand and buy into the core values, vision and mission of the company
Must have a drive for professional development and actively engage in team improvements
Must speak English fluently and have clear writing skills for communicating with customers and colleagues
Should you be interested in working with us based on the above, then please send your CV in English. References are highly valued.
All applications will be treated strictly confidential. Only short-listed candidates will be contacted.
Software Group is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.
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