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. Advanced Proficiency In Monitoring And Event Management Tools.
2. Strong Understanding Of It Support Processes And Incident Management Frameworks.
3. Familiarity With Security Best Practices And Technical Troubleshooting Methodologies.
4. Excellent Analytical And Problem-Solving Skills, With The Ability To Work Under Pressure.
5. Effective Communication And Collaboration Skills To Liaise With Multiple Support Teams.

Other Requirements

 

EXPERIENCE & SKILLS 

 

·          8+ Years of University education post High school (B.Sc. or Diploma)

·          8+ Years of diploma in Information Technology. Preferred ITIL/MCP/MSCE/MSCA/CCNA or RHCE.

·          8+ years of alert monitoring/management experience.

·          8+ years of experience as a team lead/track lead/shift lead

·          Preferably ITIL certified.

·          8+ years of L2 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.