Shift Lead - Service Delivery

As a Shift Lead in Service Delivery, provide guidance to the team ensuring smooth operations. An ideal candidate will be responsible for overseeing incident resolution, coordinating with stakeholders, and maintaining clear communication channels. The candidate must possess excellent communication skills, is self-motivated, and excels in problem-solving.

Key Responsibilities:

Act as the Incident resolution Lead, guiding the team in resolving incidents promptly and effectively.
Provide clear direction and support to team members during incident response.
Coordinate with stakeholders to ensure timely incident resolution and minimal impact on service delivery.
Maintain communication channels to keep all relevant parties informed of incident status and updates.
Identify and implement improvements to incident management processes and procedures.
Serve as a point of contact for escalations and critical incidents, ensuring appropriate action is taken.
Monitor service delivery metrics and performance indicators, taking proactive steps to address any issues.
Efficiently manage the backlog of tasks, ensuring timely resolution and adherence to service level agreements (SLAs).
Define and uphold SLAs, establishing clear parameters for response and resolution times.
Monitor SLA compliance and take proactive measures to address any deviations.

Qualifications and Required Technical Skills:

Bachelors degree in a relevant field or equivalent experience.
Proven experience in incident management or a related role.
Familiarity with ITIL or other service management frameworks.
Demonstrated ability to lead and motivate a team.
Strong understanding of service delivery processes and best practices.
MCSE/CCNA certification is plus.
In depth knowledge of troubleshooting of H/W and S/W issue.
Good knowledge of Window/MAC OS
Good Knowledge of VM environment (Windows/Linux).
Fair knowledge of Security compliance.
Experience in service desk or customer support environments is a plus.
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and the ability to think critically under pressure.
Self-motivated with a proactive approach to mentorship and professional development.