Technical Team Lead - NOC

Department                                                Service Delivery

Work Model                                               Work from Office

Shift Type                                                   Evening Shift in IST

Position Summary

Technical Team Lead will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the team provides a first-class service to ITBD’s onshore Clients when dealing with and resolving a variety of managed service inquiries.

This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer issues as well as undertake the day-to-day

management aspects that the post requires.

Education and Qualifications

• >=6 years of IT or related 
• Excellent written and verbal communication
• Education: Graduate (Any stream) preferably in computer science or related 
• Experience with Managed Service Providers or MSP platform companies

Responsibilities

• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team 
• Motivating, mentoring, and developing a team of 15-20 Engineers (a combination of L1, L2, and L3) to deliver a first-class service.
• Consult with customers regarding post-sales requirements, and delivery, and will have input into ongoing service reviews.
• Ensure all Managed Service provisions are delivered on time and following

ITBD’s Clients’ expectations and that support is provided accordingly with both internal and external stakeholders.

• Set clear objectives, evaluate progress against objectives, and instill a performance- oriented culture with a focus on accountability.
• Conduct monthly one-on-one is with individual team members as well as quarterly reviews.
• To monitor and record attendance and manage issues as 
• Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
• Troubleshooting on Wintel, Firewall, and messaging (Office365 and Exchange Servers).
• Monitoring and Troubleshooting networks, virtualization, and Windows 
• To recognize opportunities for improvements to procedures by proactively offering ideas and solutions.
• Encouraging team input into procedures and practices – assisting them in developing their ideas.
• Provide an escalation level for problem support, management, resolution, and communication as appropriate.
• Work with the department’s Service and Process Improvement analysts to ensure all aspects of the department's “business as usual” operations can be maintained to meet customers’ requirements.
• Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
• Ensure activity on projects is regularly monitored to ensure milestones are 
• Ensure the Test labs are maintained and supported to agreed standards which will assist team members in continuous learning and development of their technical competencies.

• Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc.

Additional Experience

• Proven experience of 6+ years in a combined customer service handling / Managed Services role.
• Minimum 3 years’ experience working in an MSP environment is a must with a minimum of 2 years as a Associate Lead Team Leader/Associate Tech Lead.
• Exceptional knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD, O365, and VMWare.
• Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an advantage.
• Experience in motivating and leading others or deputizing in the team leader’s abse
• Experience in providing structured feedback and coaching 
• High standard of communication both written and verbal, must have prior experience with servicing and communicating with onshore Clients.
• Capable of managing own workload with minimal supervision to tight
• Able to prioritize and distribute team workload 
• High performer who is recognized as a role model in his current 
• Able to deal with challenging client and staffing issues in a professional and supportive manner and to see these through to resolution.
• Keen to offer ideas and solutions to develop the Managed Services function

Our Culture and You

What does the day in life look like for the Technical Team Lead? You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with an enthusiastic and positive leadership team that is invested in your

success. We work hard and have fun while dreaming big.

Our employees have indicated that with IT by Design, they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Benefits

• Competitive salary and benefits. 
• Great work-life balance. 
• Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family. 
• Term Life insurance worth INR 20 Lakh. 
• Community-based engagement clubs. 
• Subsidized meals and discounted medical check-ups for all the employees. 
• Community Wellness programs for employees' wellbeing. 
• CEO’s personalized ‘Life by Design’ program for leading a fulfilling life.