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We are looking for a dynamic and passionate to quickly learn new things Tech- Savy Lead IT Service Operations Specialist with a minimum of 8-10 years experience in IT service management (Incident, Service requests, knowledge) and has excellent communication skills to support users over voice, chat and email with a strong hold in IT hardware and software troubleshootings and analytical skills, exhibits excellent customer service skills, flexible to work in shifts and has experience to manage team of 10-25 members with strong leadership skills
Qualification Requirements :
- Tertiary qualified in IT or in a business-related discipline which must include specific studies in relation to Information Technology - preferably a graduate in Computer Science
Experience & Exposure Requirements:
- Minimum with 8-10 years of experience into overall IT
- A minimum of 4 years experience as a System administrator supporting large scale of windows 10 environment with at least 500-1500 end points along with Strong troubleshooting skills on Microsoft based server operating systems with emphasis on Windows server 2016 and windows 2019
- Minimum 2 years of good hands on experience in administration of MS Exchange on-prem and Exchange O365 cloud services with extensive knowledge on Office licenses
- Minimum 3 years of Strong hands on experience in troubleshooting issues related to Outlook, Shared mailboxes, public folders and permissions issues.
- Minimum of 3 years hands on experience in managing more than 15 members of support team, that supports over voice and email
- Strong analytical skills in generating and understanding reports in ServiceNow
- Hands on experience in maintaining and troubleshooting VMware vSphere, VCenter VDI and Citrix environment
- Hands on experience in managing any of call center software solutions (Masergy, Avoxi)
- Very good experience in managing user accounts and distribution groups in AD, Exchange and O365
- Strong exposure in troubleshooting networking skills ( LAN/WAN/Wi-fi) and VPN client connectivity
- Strong understanding of Antivirus, spyware and malware detection and prevention methods
- Good understanding of DNS, DHCP, File server, print server
- MCP and MCSE certification would be highly desirable.
- Excellent telephone manner and language communication skills
- Experience using and configuring processes within a modern IT System Management tool such as ServiceNow highly desirable
- Implemented and followed ITIL processes and IT security compliances
- Ability to organize and follow complex and/or detailed technical procedures
- Ability to participate in issue review and make recommendations for routine problem solutions
- Ability to document solutions that solve client problems and clearly present these solutions
- Ability to independently resolve routine and non-routine problems
- Ability to solve problems and perform diagnostics on software and/or hardware
- Ability to communicate and interact with clients and internal partners to solve problems
- Possess strong leadership skills to drive the team in all terms and stand as a example to others as an individual and as a leader
- Ability to solicit relevant information from incident reporters in order to sufficiently describe problems to internal partners and effectively communicate solutions and status to client
- Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet)
- Ability to work independently as well as cooperatively as part of a team.
- Early morning, evening or weekend hours may be required as needed.
Roles & Responsibilities :
- Provide First level of voice and email support for all IT ServiceDesk tickets and resolve all the Incidents and tasks with in SLA and if required can escalate and clearly communicate the problems to next level
- Maintain SLA of 98.9% in resolving incidents
- Build/Deploy/maintain desktops/laptops with required operating systems and other application software s as per business request
- Ensure all end user computing devices are up to date with Anti-virus and scheduled to run weekly scans
- Ensure to run daily performance reports and analyze data to achieve the required targets in resolving incidents and tasks
- Facilitate necessary documentations and training as and when processes changes and Train resources that are under performing
- Follow ITIL processes and procedures
- Always ensure to maintain and follow IT security guidelines while supporting end users
Essential Skills / Competencies :
- Strong experience in managing Windows 10
- Managing accounts and groups in Active directory
- MS O365 administration and on prem exchange knowledge
- Azure AD and DNS services
- MS Intune Autopilot
- MS office 2013/2016/O365
- MacAfee
- VMware VDI , Citrix Thin clients
- Ticketing system (Service now)
- Change Management Process and procedures
- ITIL best practices
Preferred Skills / Competencies :
- ITIL V3/V4 certified
- MCSE or MCSA
Leadership Competencies
- Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.
- Client Focus - Takes action with the clients, both internal and external and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.
- Results Driven - Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.
- Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.
- Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.
Environment