shift Lead Jobs in Mumbai - For a client of TeamLease Services Ltd
Job Description
Responsibilities:-
Contribute to short and long-term operational planning and strategy as a member of the
management team, effective Team Management thereby ensuring customer satisfaction
Manage, Drive and improve the effectiveness and efficiency of the service support delivery
Team.
Support the Operations Manager to Improve the operational systems, processes and policies in
support of organizations mission -- specifically, support better management reporting,
Information flow and management, business process and organizational planning.
Provides inputs towards process improvements.
Deliver the Services with defined Service Level Commitments
Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices
Single point of contact for customer for any escalation, projects & communication during his
shift .
Key Spoc for
• SPOC for all operational requirement during his shift timings,
• Satisfying customer queries and follow up on escalated issues.
• Day to day Operational Trend Analysis and driving the shift Operations accordingly.
• Team Integration, coordination and Management
• SPOC for all escalations within the scope of delivery during his shift timings.
• Shift Roaster Management, Driving to meet the deliverables within SLA , recognizing the efforts of the
team.
• Ensuring process adherence by the Team and Maintain Team décor and discipline on the Operational
Floor.
• Drive/Support initiatives in the management team and organizationally that contribute to long-term
operational Documentation and Reporting.
Skill Profiles:-
4 years or more relevant experience in IT services field & Remote Infrastructure management
operations with experience in managing a technical support team as Supervisor roles -Shift
Lead/Team Lead .
Bachelor’s degree in Computer Science, Engineering, Telecom, Business, or related field or
equivalent
Experience in driving Lean Sigma projects for operation efficiency improvements - mandatory
Excellent knowledge on ITIL / ITSM methodology in applied form on Service Operations for
Global Clients is mandatory .
ITIL Foundation certification – mandatory
ITIL Intermediate – preferable
CCNA Voice certification – preferable
Working Knowledge/overview of IP Telephony and Unified Communications & Collaboration
(UCC) environment.
Basic Familiarity with systems functionality and business continuity
Experience of using a ITSM call logging system(SM/SM7/Remedy/HPSD/Clarify/Service Now.
Experience of working to defined service level- SLA commitments
Ready to work in 24 * 7 delivery environment
Good Knowledge on ITIL framework.