Job Summary

• Overall in-charge for Command Centre
• Manage end to end ICC operations and escalations
• SPOC for ICC team and other support teams
• Resource planning and operations coverage
• Incident management and reporting
• Participate in change management activities
• Onsite and offshore resource integration
• First level escalation contact point for ICC
• Re-design ICC service plan
• Training for ICC
• Gap analysis and identify risks (if any)
• Service improvement
• Review SOP's

Key Responsibilities

• Act as a Manager/Team lead/Track lead for the ICC. Team.
• Provide first level team management with regards to the following administrative tasks e.g. (roaster, leaves, discipline, punctuality etc.)
• Act as a first point of escalation for any issues within and outside the team.
• Conduct daily/ weekly team meetings to discuss current issues/challenges/best practices.
• Mentor, coach & motivate the team.
• Manage & minimize attrition within the team as per prescribed levels.
• Guide team members in formulating a career plan and align appropriate trainings.
• Conduct & arrange trainings for the teams as per requirement.
• Maintain & update documents in a central repository for the benefit of the team.
• Identify & initiate service improvement plans for the team and ensure its successful closure.
• Monitor & evaluate individual efficiency & performance and provide constructive feedback.
• Ensure team compliance with approved SOP’s & processes.
• Report metrics with regards to team’s performance, productivity & efficiency to the senior management.
• Define team KRA’s and conduct yearly appraisals.
• Interface with internal support teams (HR, Facilities, IT Support, Telecoms and Transport)
• Conduct internal audit review and assist in the external audit process and procedures.
• Risk Management (Risk Register, Mitigation plans and risk assessment projects).

Skill Requirements

• 1-2 Years of University education post High school (B.Sc. or Diploma)
• 1-2 Years of diploma in Information Technology. Preferred
  
  

ITIL/MCP/MSCE/MSCA/CCNA or RHCE.

• 1-2 years of alert monitoring/management experience.
• 1-2 years of experience as a team lead/track lead/shift lead
• Preferably ITIL certified.
• 1-2 years of L1 support experience on Windows/Unix Servers, AD, Network Devices, Exchange/Lotus Notes, Database, Storage & Backup, Job Scheduling.
• Should have worked in high pressure work environments and ability to multitask.
• Excellent Verbal & written communication skills.
• Hands-on experience with the following:

• Any alert monitoring tool e.g.: Net cool, BMC Patrol, NNM, HP OVO, Tivoli etc.

• Incident, Problem, Change lifecycle process.
• Any ITSM tool e.g. Remedy, Peregrine, Service Now etc.
• Batch job scheduling like Autosys, Control M, $U, Redwood.
• Start/stop backup jobs.
• Backup monitoring tools like Networker / legato/ VERITAS Netback up
• Generating Reports through Dashboard, Remedy etc.

Creating various reports as per management and operations requirement. 

Other Requirements

Skill Requirement : Command Centre