Managed Services and TAC (Support) Services Team Lead

Job Overview :

Team lead (Support, Managed Service & NOC services) would be overall responsible for delivery of support, managed & NOC services.

Binary Global has a centralized team of support engineers which provide support to all services lines (managed services, SOC, NOC, installation and break-fix services etc.) and have SMEs across multiple technology areas. Managed service is a high focus offering of Binary Global and has multiple contracts for providing these services to customers. Binary also provides remote devices management services provided through centralized shared NOC. All these services run on 24x7x365 basis.

Responsibilities and Duties :

1. Monitors the service desk tickets and provides support to customers including all escalated incidents and close the same within specified SLAs.
2. Acts as emergency support contact as needed, for critical client and business-impacting incidents.
3. Timely escalation of all tickets to management with ensuing updates, where applicable and provide timely management reports for reviews and guidance.
4. Work with general direction from the client, stakeholders, team lead, or management to perform operational tasks to resolve all incidents/requests in a timely manner within the agreed SLA.
5. Ensures that the shift handover process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
6. Proactively identify, contribute, implement and automate for effort optimization and automating routine tasks.
7. Guide the team and co-ordinate OEM technical interaction for escalated incidents.
8. Continuously add and mature new offerings and work with product team to roll out new services
9. Provide mentorship and guidance to the team, work on capacity and skill building of the team members as per the changing business requirements.
10. Contribute and participate in various service delivery reviews with the customers and be responsible for technical deliverables from the reviews.
11. Ensure Customer reporting is as per customers requirement.
12. Monitor and manage overall service and team performance and ensure compliance with processes and procedures.
13. Provide man-days and man-hours estimate to service delivery team

Education and Experience :

1. Bachelor’s degree in computer science, Electronics, Telecommunications or equivalent.
2. Min.8 years of experience working on support & managed services. Additionally, managing NOC services experience would be desirable.

Required Skills/Abilities :

1. Experience in managing support team, OEM TAC experience would be preferred. Experience in running managed services operation is required, managing NOC operations is desirable

2. Technical hands-on installation and troubleshooting experience on various networking, security, cloud and data center technologies

3. Good organizational and team management skills.

4. Good communication skills – both verbal and written coupled with ability to collaborate with internal stakeholders and external clients.

Essential Technical Certification : OEM certifications on Networking, security and/or Data center technologies

Good to have Certifications : ITIL processes

Position : Mid-Level

Roaster / Shift Job : NO, but required to work on extended hours for management of critical incidents and escalations.