s

Shift Lead

For a client of TeamLease Services Ltd
Experience : Freshers
Education : BE/B.Tech
Location : Mumbai
Per Month: Rs. 40,000 - Rs. 65,000
Posted on 05 Jun 20
Job is expired
Job DescriptionLast Date 04 Aug 20

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

Job Type : Full Time
Company Description
TeamLease Services established in 2002, is one of India's leading human resource service companies in the organized segment. A Fortune 500 company listed on both NSE & BSE markets, with eight offices and 1400 clients across the country. The company at present has about 100,000+ live associates/ trainees spread across the country and have till date given employment to 1.5+ million people with an aim to hire millions more.
Job is expired
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