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Team lead (Support, Managed Service & NOC services)
8-13 years
New Delhi
1 vacancy
Team lead (Support, Managed Service & NOC services)
Binary Global
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Monitors the service desk tickets and provides support to customers including all escalated incidents and close the same within specified SLAs.
- Acts as emergency support contact as needed, for critical client and business-impacting incidents.
- Timely escalation of all tickets to management with ensuing updates, where applicable and provide timely management reports for reviews and guidance.
- 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.
- 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.
- Proactively identify, contribute, implement and automate for effort optimization and automating routine tasks.
- Guide the team and co-ordinate OEM technical interaction for escalated incidents.
- Continuously add and mature new offerings and work with product team to roll out new services
- Provide mentorship and guidance to the team, work on capacity and skill building of the team members as per the changing business requirements.
- Contribute and participate in various service delivery reviews with the customers and be responsible for technical deliverables from the reviews.
- Ensure Customer reporting is as per customer s requirement.
- Monitor and manage overall service and team performance and ensure compliance with processes and procedures.
- Provide man-days and man-hours estimate to service delivery team
- Experience in managing support team, OEM TAC experience would be preferred. Experience in running managed services operation is required, managing NOC operations is desirable
- Technical hands-on installation and troubleshooting experience on various networking, security, cloud and data center technologies
- Good organizational and team management skills.
- Good communication skills both verbal and written coupled with ability to collaborate with internal stakeholders and external clients.
- Bachelor s degree in computer science, Electronics, Telecommunications or equivalent.
- Min.8 years of experience working on support managed services. Additionally, managing NOC services experience would be desirable.
Employment Type: Full Time, Permanent
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Binary Global Benefits
Cafeteria 
Work From Home Team Outings Soft Skill Training Health Insurance Job Training 
Soft Skill Training 
Team Outings 
Work From Home 
Education Assistance 
Health Insurance 
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