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Shift Leads

Mumbai, MH
Job Code:
  • IT
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Job Details

Proven ability to plan and execute workload in a pressurized & dynamic environment. ITIL Certified or a strong working knowledge of ITIL Incident, Problem and Change Management discipline Skills Required Technical skills Strong Knowledge in ITIL processes and concepts. Experience on Leading the Operations Teams Ability to direct and guide team to resolve crisis situations within prescribed SLAs Analytical skills Good analytical, trouble-shooting skills in the area of technical fault isolation and rectification. Process skills Ability to resolve service requests. Strong attention to detail and the ability to follow processes. Other skills Documentation and reporting skills. Should be a quick learner and have good communication and interpersonal skill. Should be willing to work in a 24*7 environment and a good team player. Certifications ITIL Mandatory & Preferred Technical Certifications Roles and Responsibilities- Monitor team performance and are accountable for process deviations within their team. Monitoring queues (Emails, Ticketing, etc.) Reviewing the priority of incidents based on impact/urgency and detailed information Monitor efficiency and effectiveness of the Incident Management process Manage improvements within the Incident Management process Assist with the Major Incident & Problem Management processes Conducting team reviews on weekly basis. Escalating incidents to Level 2/3 Contribute to the Knowledge System database and share knowledge within the team Commitment to help other team members, especially new starters, in resolving incidents and growing in technical knowledge Ensure that all the domain Teams checklists are full filled. To ensure that SMS and Mail communications are done. To check the availability of resources for both Onsite and Offshore. Ensure that the shift roster is updated on daily basis. To ensure proper shift handover is done by all the teams. Approver for all Planned Activities. Participate in the weekly internal project review meeting with all data points Provide technical support & regular status updates to customers Responsible for monitoring training and development of new employees on shift. Lead each shift by delegating duties, assigning tasks, and following up with all team members Manage time effectively and meet all job responsibilities Maintain a positive work environment for all employees
Degree: M.Sc. (Science) | MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 4-7


Application Programming | Project Leader/ Project Manager
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