Team Lead - Systems
Area and Site: India - Pune

Description

Title : Team Lead - Systems

Years of experience : 6 - 8 years

Job Descriptions

Excellent communication and leadership skills
6 + years of experience in IT infrastructure.
2+ years of experience in managing a team.
Being able to influence stakeholders and customers.
Clear and consice communicator.
Proven work experience as a team leader or supervisor
In-depth knowledge of performance metrics
Good PC skills, especially MS Excel
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills

Responsibilities:

Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities

Key Accountabilities:-
Monitoring the queues and assign the incidents before missing Response time SLA (TTA)
Tickets to be assigned with respective Engineer according to required skills sets
Follow up with engineer for closing the tickets those are going to be SLA breached
Assigned the tickets which are out of scope to TOC/Other Teams.
Daily Report on Incidents/Change/Problem tickets and SLA status
Daily Change schedule reminder to respective change assignee.
Shift Handover to Next Queue Manager
Summary report on all Major incidents/High happen on that day
Doing problem management for repetative tickets and getting that worked through seniors


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