Job Title: Shift lead, Global IT Service desk.
Overall Experience – 12 + years with IT Infrastructures.
Job Description
Technical Skills:
- Excellent Oral and written communication skills
- Must have previous exposure of dealing with international projects.
- Experience with IT Project deliveries & technical guidance of teams.
- Knowledge of end-to-end IT Infrastructure architecture. Should have the focus towards technologies and their dependence on each other. Architect level knowledge is a must.
- Sound knowledge of server environments both Linux & Microsoft Windows Server (Server 2016 R2, 2019) Client OS (Windows 10, 11) (MCSA & RHCSA certifications)
- Sound Knowledge of Virtualization, VMware ESXi 6 or above (VCP certification preferred) and storage technologies.
- Experience in monitoring and resolving hardware issues relate to server & client hardware. Experience with HP Server hardware would be an added advantage.
- Experience with supporting container platforms will be desired and experience with setting up teams for container support will be added advantage.
- Sound understanding of ITIL concepts.
Secondary Skills:
- Specific experience with Nagios or OP5mon would be an added advantage. Experience with other IT monitoring tools would also help.
- Knowledge of Networks & Cisco technologies would be an added advantage.
- Experience with VEEAM or other backup products.
Primary Roles & Responsibility:
- Ensures quality project delivery, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Assists management with hiring processes and new team member training.
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
- Communicates deadlines and goals to team members.
- Develops strategies to promote team member adherence to company regulations and performance goals.
- Conducts team meetings to update members on best practices and continuing expectations.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
- Ensures company brand materials and physical working spaces meet and exceed company presentation standards.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a leadership or supervisory role within an ICT department.
- Strong technical knowledge across a range of IT areas, including hardware, software, networks, and security.
- Project management experience, with a demonstrated ability to lead and execute IT projects.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- ITIL or other IT service management certifications are a plus.