Technical Team Lead - Noida, India - Innovation Technology By Design

Innovation Technology By Design Noida, India

1 week ago

Technology / Internet

Description

Job Description

Technical Team Lead

Department Service Delivery

Reports to Ass. Service Delivery Manager/ SDM

Work Model WFO

Shift Type Rotational shifts in EST.

Position Summary

Managed Services Team Leader will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the team provides a first-class service to ITBD's onshore Clients when dealing with and resolving a variety of managed service inquiries.

This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer issues as well as undertake the day-to-day management aspects that the post requires.

Education and Qualifications

>=8 years of IT or related domain.
written and verbal communication skills.
Graduate (Any stream) preferably in computer science or related field.
with Managed Service Providers or MSP platform companies

Responsibilities

Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
mentoring, and developing a team of 15-20 Engineers (a combination of L1, L2, and L3) to deliver a first-class service.
with customers regarding post-sales requirements, and delivery, and will have input into ongoing service reviews.
all Managed Service provisions are delivered on time and following ITBD's Clients' expectations and that support is provided accordingly with both internal and external stakeholders.
clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
monthly one-on-one is with individual team members as well as quarterly reviews.
monitor and record attendance and manage issues as appropriate.
to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
on Wintel, Firewall, and messaging (Office365 and Exchange Servers).
backups.
networks, virtualization, and Windows servers.
recognize opportunities for improvements to procedures by proactively offering ideas and solutions.
team input into procedures and practices – assisting them in developing their ideas.
an escalation level for problem support, management, resolution, and communication as appropriate.
with the department's Service and Process Improvement analysts to ensure all aspects of the department's "business as usual" operations can be maintained to meet customers' requirements.
with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
activity on projects is regularly monitored to ensure milestones are met.
the Test labs are maintained and supported to agreed standards which will assist team members in continuous learning and development of their technical competencies.
the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc.

Capabilities

Must-Have

experience of 8+ years in a combined customer service handling / Managed Services role.
4 years' experience working in an MSP environment is a must with a minimum of 2 years as a Team Leader/Tech Lead.
knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD, O365, and VMWare.
academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an advantage.
in motivating and leading others or deputizing in the team leader's absence.
in providing structured feedback and coaching others.
standard of communication both written and verbal, must have prior experience with servicing and communicating with onshore Clients.
of managing own workload with minimal supervision to tight deadlines.
to prioritize and distribute team workload effectively.
performer who is recognized as a role model in his current role.
to deal with challenging client and staffing issues in a professional and supportive manner and to see these through to resolution.
to offer ideas and solutions to develop the Managed Services function

Behavioral Skills

Longevity and commitment in previous work
to meet targets under pressure and time-bound deadlines.
and pleasing attitude and personality.

Our Culture and You

What does the day in life look like for the Technical Team Lead? You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with an enthusiastic and positive leadership team that is invested in your success. We work hard and have fun while dreaming big.

Our employees have indicated that with IT by Design, they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Benefits

salary and benefits
work-life balance
on-the-job training, best-industry communications training, and sponsorship for skill development.
insurance coverage is worth INR 5 Lakh for employees and their immediate family.
policy coverage to INR 5 Lakh
Life insurance worth INR 20 Lakh
engagement clubs at work, including book and movie clubs.
Wellness programs for employees' wellbeing specially taken by CEO Life by Design which covers sessions.

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Technical Team Lead - Noida, India - Innovation Technology By Design

Description

Team Lead

Team Lead

Team Lead

Team Lead

Team Lead-tac2