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Team Lead Global Service Desk

Mumbai, MH
Job Code:
  • IT
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Job Details

Pre-RequisiteProven leadership of a technically diverse network monitoring and engineering staff preferably in global environmentExperience identifying, planning, coordinating and executing strategies which contribute in increased efficiencyKnowledgeable in enterprise network management toolsHands-on experience on the network and security devices to quickly resolve customer s network and security issues.ResponsibilitiesManages the 247 Global Service Desk and all associated equipment to ensure its availability round the clockSupervise the daily working of engineers on network and security trouble ticketsDirect and build (staff, train, mentor and maintain employee skill levels) the Global Service Desk group that troubleshoots, repairs and monitors customers network and security servicesCommunicates and coordinates network/security maintenance and schedulesMonitors and maintains network stabilityCreate, maintain, and enforce all processes and procedures for the Global Service Desk groupClosely work with Managers across other regionsProvide leadership to the team while focusing on their efforts on the corporate objectivesProvide detailed statistics on the performance of the team and provide solutions to better their performance to the executive staffAssist Global Operation Center in internal and customer auditsProvide ideas for the development of automated tools which enhances the capability of the Global Service Desk engineersProactive in handling issues for priority incidents and ensuring resolution in timely mannerParticipate on calls/meetings with customers/vendors/internal teams on weekly/monthly/quarterly basisManage team of engineers and mentor them for their personal growth alongInvolved in hiring process of Global Service Desk engineersTraining and CertificationCertifications CCNA, CCNP, JNCIA, JNCIS, CCSA, CCSE, CCSP, JNCIA-FW, JNCIA-SSL, CEH , ITIL is desirable Excellent written and verbal communication skillsStrong interpersonal and problem solving skills requiredExcellent Customer Service, analytical and organizational skills requiredTime management and prioritization skillsAbility and initiative to undertake individual projects as well as work in a team environment
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

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

Experience: 5-8


Application Programming | Network Administration | Software Engineer
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