shift Lead recruitment in Mumbai - For a client of TeamLease Services Ltd

Responsibilities:-

 Contribute to short and long-term operational planning and strategy as a member of the

management team, effective Team Management thereby ensuring customer satisfaction

 Manage, Drive and improve the effectiveness and efficiency of the service support delivery

Team.

 Support the Operations Manager to Improve the operational systems, processes and policies in

support of organizations mission -- specifically, support better management reporting,

 Information flow and management, business process and organizational planning.

 Provides inputs towards process improvements.

 Deliver the Services with defined Service Level Commitments

 Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices

 Single point of contact for customer for any escalation, projects & communication during his

shift .

Key Spoc for

• SPOC for all operational requirement during his shift timings,

• Satisfying customer queries and follow up on escalated issues.

• Day to day Operational Trend Analysis and driving the shift Operations accordingly.

• Team Integration, coordination and Management

• SPOC for all escalations within the scope of delivery during his shift timings.

• Shift Roaster Management, Driving to meet the deliverables within SLA , recognizing the efforts of the

team.

• Ensuring process adherence by the Team and Maintain Team décor and discipline on the Operational

Floor.

• Drive/Support initiatives in the management team and organizationally that contribute to long-term

operational Documentation and Reporting.

Skill Profiles:-

 4 years or more relevant experience in IT services field & Remote Infrastructure management

operations with experience in managing a technical support team as Supervisor roles -Shift

Lead/Team Lead .

 Bachelor’s degree in Computer Science, Engineering, Telecom, Business, or related field or

equivalent

 Experience in driving Lean Sigma projects for operation efficiency improvements - mandatory

 Excellent knowledge on ITIL / ITSM methodology in applied form on Service Operations for

Global Clients is mandatory .

ITIL Foundation certification – mandatory

ITIL Intermediate  – preferable

CCNA Voice certification – preferable

 Working Knowledge/overview of IP Telephony and Unified Communications & Collaboration

(UCC) environment.

 Basic Familiarity with systems functionality and business continuity

 Experience of using a ITSM call logging system(SM/SM7/Remedy/HPSD/Clarify/Service Now.

 Experience of working to defined service level- SLA commitments

 Ready to work in 24 * 7 delivery environment

 Good Knowledge on ITIL framework.