IT Operations Team Lead

Benefits:

• HMO with FREE dependents
• Group life insurance
• Annual Performance Incentive
• Annual Appraisal
• 20 Paid Time Off (PTO) per year

POSITION SUMMARY

The Team Lead, IT Operations is responsible for providing advanced support for incidents and requests related to Global Business Center technologies and seeing them through to resolution.  This role is responsible for providing exceptional customer service to GBC's employees and assuring that incidents and requests are resolved in a timely manner. Additionally, this position works with outside vendors to find resolutions to system issues in order to keep operational needs intact for the organization.

QUALITIFICATIONS

• Any relevant Bachelors Degree
• At least 3-5 years of experience in a BPO/Shared Service IT Operations environment
• At least 2 years of people management experience
• Comfortable with night shift and on site work setup

RESPONSIBILITIES

Operations Management:

• Ensure the delivery of the committed support as listed in SLA to the team
• Manage and ensure all day-to-day operations are executed and completed within guidelines, policies, and processes, e.g., daily systems backup and systems health checks, etc.
• Provide technology analysis, selection, development, and implementation in alignment with the different technology, application and workstreams.
• Part of the IT Operations team in establishing and managing technology standards, operational policies, and processes in alignment with the regional technology and different work streams
• Coordinate IT projects including system updates, upgrades, migrations, and outages
• Maintain IT and Information Security governance, compliance programs, frameworks, policies, and audit control
• Act as smart hands server and network performance and providing statistics and reports; developing strategies for maintaining server infrastructure
• Tracking and analyzing current systems, assets, licenses and warranties for vendor audits and internal planning
• Responsible for asset management related activities that includes inventory taking/reporting, and issuance/transfer in accordance with ITAM policy.
• Responsible for reporting any asset-related issues and report discrepancies.
• Developing training materials and procedures, and/or training users in the proper use of hardware and software

Site/Team Management:

• Responsible for providing guidance to the team and ensuring that each member is aware of what he/she needs to deliver and the success measure of the deliverables.
• Participates in regular team performance review and provides performance assessment of members.
• Responsible for ensuring that each member complies to the guidelines, policies and standards set by the company
• Responsible for providing mentorship and feedback to team members; Recommend personal improvement plan as necessary

Activity Management:

• Oversees and ensures activities are supported and implemented by the team as per plan
• Responsible for liaising with other teams, partners, vendors, and clients regarding technical matters concerning the activities.
• Responsible for the release of advisory and other communication required to support the activities.

Incident Management:

• Responsible for driving the team in the technical aspect of the troubleshooting and ensuring that troubleshooting protocols are followed, and reports are validated and released as per SLA.
• Provides regular updates on the troubleshooting to the team, management, and client.
• Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution
• Extends troubleshooting assistance to the team, as necessary.

Routine Activity:

• Routine Activity Responsible for ensuring that the team's routine activities and deliverables are monitored, tracked, and performed as per SLA.
• Ensures RCA/ICA document is reviewed, approved, and released as per SLA.
• Monitors the team's incident/request/change tickets are attended and addressed as per SLA and regular turnover and infrastructure health check is performed and status report is published.

Documentation & Reporting:

• Responsible for ensuring that documentations are regularly/timely reviewed, updated and ensures that accountable members perform their responsibilities diligently
• Ensures that documentation is regularly reviewed, updated, and approved as per agreed compliance guidelines
• Responsible for ensuring timely generation and submission of accurate reports to concerned groups and management

InfoSec, Audit & Compliance:

• Responsible for ensuring that the team understands and follows the information security guidelines and policies of the company
• Ensures the team's adherence to existing change management guidelines and policies and implement configuration changes as per approved hardening policies