Job Loaction : Hyderabad
Lead a team of assigned personnel associated with providing support to internal users of company supported IT systems. Ensure service / support compliance with approved CommScope and IT practices, procedures and policies.
Duties and Responsibilities
Help the Manager to Recruit, select, manage and develop employees. Lead, develop and motivate team to deliver excellent technical / non-technical support with outstanding customer service, satisfaction and timeliness
Prioritize staff workloads and manages resources for optimal performance to achieve departmental goals and to meet business needs / objectives.
Respond to highly complex and technical user service requests / inquiries that involve problem recognition, research, isolation and resolution.
Take Ownership to provide next level support of company supported infrastructure with the aim to resolve the majority of issues without escalation.
Escalate events as needed to ensure next level management communication and service issues are resolved quickly. Assist the Management meeting the SLA metrics
Prepare reports, justification and support documentation.
Recommend, implement and assure compliance with policy and procedures affecting computing technology. Participate and assists in driving the knowledge management process.
Promote effective communications and working relations within the team, with IT end-users, partners and other support services.
Responsible for managing and coordinating the various activities within the NOC team. The main aim for this coordination is to ensure that CommScope system runs efficiently without interruption
Responsible for informing Management, partners and peers about infrastructure and application performance and service availability through performance and availability reports
Oversee the development and maintenance of standard procedures related to infrastructure operation, monitoring and administration.
Lead the team by providing direction and guidance to team members in handling issues.
Oversee implementation of new technologies within the Operations Center and lead automation of monitoring administrative tools
Create and maintain technical documentation.
Leverage ITIL tools to manage change, incident, and problem management processes
Ability to assist with critical incident calls for incident resolution
Excellent verbal and Oral communication skills
Knowledge about ITIL tools and processes
Analytical and logical thinking with ability to work independently under pressure
Efficiency with problem solving , time management and building relationships
Assist with Budgeting cycle
Expeirence : Bachelor’s degree or Degree in Computer Science / Technology or Electronics & Communication Engineerin,Minimum of five years’ experience with enterprise performance and fault monitoring tools, experience providing support in an operations center supporting compute, storage, backup, security, LAN, and WAN technologies.
Technical certifications such as ITIL , MCSE, RHCE, and CCNP preferable
Directly equivalent work experience; additional computer professional certifications preferred.
Minimum of five years' experience providing support in an operations center supporting compute, storage, backup, security, LAN, and WAN technologies.
Minimum of five years’ experience with enterprise performance and fault monitoring tools.
Competency as a team leader and all aspects of employee management.
Experience in supervising staff not located in the same physical location;
Solid knowledge / experience with computing and networking technologies, software products and systems in use at CommScope.
Strong analytical and problem solving skills.
Strong customer service orientation.
Excellent communication skills in English language with the ability to impart ideas in both technical and user-friendly language.
Aptitude to logically assess and troubleshoot hardware and software difficulties, and to determine accurate resolutions.
Highly self-motivated and self-directed with keen attention to detail.
Occasional travel to regional offices, seminars and training.
Required to be available 24-hours a day, seven days a week.
Experience working in shifts and managing shifts
Bachelor’s degree or Degree in Computer Science / Technology or Electronics & Communication Engineering
Technical certifications such as ITIL , MCSE, RHCE, and CCNP preferred