Job Responsibilities:
Provides leadership, support, and guidance to shift engineers Operate in rotational shifts to provide 24x7 support , manage shift operation for multiple customers Ensure successful execution of daily health checks and other monitoring tasks Ensure all the tickets are assigned and worked upon Manage escalations and lead customer facing communication Ensure on-time escalation of P1/P2 incidents to L2/L3 teams and follow-up until resolution Provide status updates to the customer and management Develop daily, weekly and monthly reports Ensure service SLAs are met Support operations manager in driving service improvements Implement best practices thought the operation process
This is a customer-facing role and is ideal for an excellent communicator with a positive outlook and a get-the-job done attitude
You should be ready to work in 24x7 rotational shifts, in customer time zone and during off business hours to support changes.
Qualifications & Work Experience:
Bachelor's degree in Engineering, Computer Science, Management Information Systems, or related field 5 years+ of experience in IT infrastructure management with 2 years of experience as shift lead/ team lead Hands on experience with ticketing tools like remedy & service now Experience in supporting IT infrastructure Solid technical understanding of IT infrastructure like Cloud, datacenters, servers, storage etc.
Skill Set:
Excellent communication skills
Shift planning and people management Highly self-motivated with excellent interpersonal and collaborative skills Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k, ISO27K) for the delivery of IT services Understanding of ITIL operations management process like incident, problem change management etc
ITIL certified
