The purpose of this position is to lead, mentor and supervise a group of analysts providing technical support remotely. This role acts as a bridge between the manager and the team to address operational issues effectively.
Duties & Responsibilities
Lead, coach & mentor a team of support analysts providing technical support services, & help them enhance their competence
Handle operational escalations. Take action on escalated telephone calls, emails and service requests for functional support as per standard procedure
Support operations when there is low availability of staff
Support project managers as business demands
Train analysts on support processes and supervise their performance
Check for ageing issues & follow up via phone (during business hours) & email until resolution
Immediately consult manager on analysts’ job performance, health and safety related incidents
Accountable for ticket handling SLA
Maintain call history for statistical analysis, performance measurement and report as desired
Advise analysts to make them aware of planned maintenance window and send notifications to target users
Improve knowledge repository to enhance support operations. Check for inconsistency in existing processes and suggest improvements
Supports new projects for upgrading IT systems & to improve user experience
Should be open to travel as per business needs
This position has NO supervisory responsibilities, but is responsible for managing employees on the shift they supervise.
Reports to Manager I in IT Service Center
Works closely with Support Analysts & Lead
Bachelor’s degree, preferably in computer science, or equivalent education and experience
Total work experience 6 years with at least 3 years of IT support experience as a Lead or Supervisor
Fluent in English with excellent communication skills
Able to work independently, & willing to work in rotational shifts.
Experience as a support lead / supervisor
Knowledge about call monitoring procedures
Microsoft, Cisco and ITIL certifications
Knowledge, Skills, Abilities, and Other Characteristics
Ability to evaluate new technologies & impact on users
Knowledge & support experience for Windows OS, Active Directory, MS Office Applications, Google Mail, & computer hardware
Teamwork & Interpersonal skills
Analytical, problem solving & decision making skills
Organizing & planning skills
Escalation handling and negotiation skills
Ability to work in shifts including on holidays and weekends to support the global businesses
Promote a positive work environment and world class customer support
Change management procedures & drills
Initiative : Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;
Looks for and takes advantage of opportunities; Asks for and offers help when needed
This position is considered OFFICE WORK which is characterized as follows.
Almost exclusively indoors during the day and occasionally at night
Occasional exposure to airborne dust in the workplace
Work surface is stable (flat)
Physical Activity / Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is considered LIGHT work.
Lift up to 20 pounds
Climbing, stooping, kneeling, squatting, and reaching
Lift up to 10 pounds
Repetitive movements of arms and hands
Sit with back supported