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Indicia Worldwide

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3.7

based on 14 Reviews

9 Indicia Worldwide Jobs

Cloud Service Desk Team Leader (AWS)

Indicia Worldwide

3.7

based on 14 Reviews

5-10 years

Mumbai

1 vacancy

Cloud Service Desk Team Leader (AWS)

Indicia Worldwide

posted 5mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Networking Procurement Analytics Incident Management Change Management

+ 4 more

Job Description

Cloud Service Desk Team Leader (AWS) - Indicia Worldwide This website uses cookies to ensure you get the best experience on our website.

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Decline non-necessary cookies Cloud Service Desk Team Leader (AWS) We are hiring for a Cloud Service Desk Team leader to manage and guide a team of Cloud Engineers in designing, implementing, and maintaining cloud-based solutions on Amazon Web Services (AWS).

Who are we

Nice to meet you, we re Indicia Worldwide. We are a global data and technology led marketing agency who work with some of the world s biggest brands.

We see ROI where others dont. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica Minolta in 2017. The vision was, and is, to create new value across the remit of marketing for our clients.

What you ll do:

You will directly lead the Cloud Service Desk team based in Mumbai, and oversee the day-to-day functions of the team.

This position requires both proactive and out of the box thinking as well excellent communication skills brought together with a broad range of IT knowledge to constantly evolve both the role and the team alike to bring effective cloud support and solutions to the team and business.

Key Responsibilities:

Manage and guide a team of cloud engineers in designing, implementing, and maintaining cloud-based solutions on Amazon Web Services (AWS).
Ensure the team is routinely following their daily checks ensuring proactive daily checks of such platforms such as
OpManager
are performed so we can be ahead of and impending alerts.
Be responsible for the implementation and management of effective and timely incident resolution
Monitoring of all tickets and alerts throughout the platforms we use to ensure a high level of resolution and uptime.
Ensure change requests are actioned and performed as per the process and CAB meeting are always attended either by yourself or a member of the CSD team.
Ensure any Project Tickets are followed up and actioned within the given timeline.
Plan, test and deliver all tasks and issues in a timely manner
Ensure regular structured 121 sessions are scheduled with the team every fortnight.
Work with the Global IT Manager to ensure excellent training and development is given to all team members along with the HR review process.
Work with other members of the #OneITTeam to ensure service availability across the business and to foster a positive culture across all teams.
Be a point of contact for all technical and internal escalation.
Monitor high age tickets within the platforms such as Jira and ServiceDesk+
Audit tickets and give feedback to the CSD team in an effective manner.
Develop a continued service improvement plan on a monthly/quarterly basis to understand areas of improvements.
Manage the team rota and ensure adequate resourcing and time off are duly controlled with a forward plan for at least three months

What youll bring:

Deep knowledge of AWS architecture ( minimum 5 years), cloud services, and best practices, with strong leadership skills to mentor and develop the team.
Knowledge of ITIL Process (Incident/Major Incident Management, Problem Management, Change Management, Service Transition, Continual Service Improvement), ITIL v4 desirable
Experience in networking and on-prem server maintenance.
Experience working with Microsoft Azure.
Good Knowledge of Office 365 Technologies.
Willing to learn and embrace new technology while staying abreast of all vendor technologies relevant to our platforms.
Strong organisational skills
Good knowledge of Service Desk tools (Service Desk Plus, ADM, Desktop Central) Atlassian suite, PagerDuty and DataDog.
Excellent customer service oriented with a problem-solving attitude.
Excellent written and verbal communication skills.
Committed to working collaboratively with diverse teams, and many different types of people.

The softer skills that we believe, will help you thrive in this role:

The post-holder must demonstrate a calming temperament which allows the team members to grow, feel included, be agile and demonstrate enterprise when appropriate.

Role Requirements:

This role can be based on a hybrid basis from our Mumbai office (Malad West), travelling to the office around twice a week.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.

Role

Live roles

Indicia Worldwide is an insight and technology led communications agency with global production expertise. Our vision is to create new value.

How do we do that

By being more efficient using data, technology and global production capabilities to deliver your message at scale and speed
And by being more effective using data and human insights to create mutually rewarding experiences for consumers and brands

Employment Type: Full Time, Permanent

Functional Areas: IT Hardware & Telecom

Read full job description

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