Log In
Sign Up
Software Developer
Brennan IT Looking for Team Lead (Service Desk) at Mumbai, Maharashtra Full Time
PURPOSE OF ROLE
This role is focused on driving operational excellence in our 24×7 IT Analyst, within Australia, and our Global Service Centre (GSC) in India.
The desired outcome of the role is to increase the operational efficiency within Service Delivery and client satisfaction (CSAT). This is to be achieved through staff management, developing new & existing processes, and working with the wider Brennan team.
You will have ownership of the Service Desk, NOC Level 1 Services, and Incident Management and as such be responsible for recruitment, training, staff development, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction.
Focusing on staff development you will facilitate and manage the continuous up-skilling of the IT Analystto draw work from 2nd or 3rd level teams.
The overall quality, and outcomes attributed to and from the GSC IT Analyst will be critical to the success of this role.
As the entry point into Brennan IT the IT Analyst is an important training ground to align new starters with the Brennan values and grow the talent pool of engineers of the future.
The IT Analystoperates on a 24x7x365 basis and our clients expect a responsive, efficient, and capable service day or night.
This role is focused on driving operational excellence in our 24×7 IT Analyst, within Australia, and our Global Service Centre (GSC) in India.
The desired outcome of the role is to increase the operational efficiency within Service Delivery and client satisfaction (CSAT). This is to be achieved through staff management, developing new & existing processes, and working with the wider Brennan team.
You will have ownership of the Service Desk, NOC Level 1 Services, and Incident Management and as such be responsible for recruitment, training, staff development, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction.
Focusing on staff development you will facilitate and manage the continuous up-skilling of the IT Analystto draw work from 2nd or 3rd level teams.
The overall quality, and outcomes attributed to and from the GSC IT Analyst will be critical to the success of this role.
As the entry point into Brennan IT the IT Analyst is an important training ground to align new starters with the Brennan values and grow the talent pool of engineers of the future.
The IT Analystoperates on a 24x7x365 basis and our clients expect a responsive, efficient, and capable service day or night.
KEY RESPONSIBILITIES:
Team leadership, coaching and mentoring
Service Delivery Framework Implementation – Update and refine customer process documentation against industry recognized best practice frameworks like ISO and ITIL.
Constantly review existing processes and identify improvements to increase efficiency and CSAT
Meet Client agreed Service Levels and Key Performance Indicators (KPI)
Regularly develop proactive solutions for our clients
Maintain employee development and engagement plans
Facilitate shift-left of workload from 2nd and 3rd level resolver groups
Increase staff utilization and growth of the Service Desk
Work collaboratively with key business contacts to on-board new clients and services
Provide regular reports on IT Analystto track and maintain performance
Forecast resourcing against inbound transaction volumes and onboarding sales pipeline
Identify repeat issues and work with relevant business leaders to identify and resolve the root cause
Escalate and take ownership of issues affecting our clients until resolution
Manage 3rd party relationships with key vendors within the Service Desk
Recruit and induct new starters
Maintain professional standards within the workplace in line with the Brennan code of conduct
Create a positive working environment that enables innovation and creative problem solving
Manage sub-contractor relations and processes
CORE COMPETENCIES:
Lead and build a high performing team in line with Brennan Values
Recognized as the subject matter expert in IT Analyst Operations
Continuously improve operations to increase efficiency & profitability through people, tools, & process.
Leads the development of Brennan policies, standards, processes, and procedures
Has a deep understanding of client’s operations within the analyst space, and is sought out by peers in relation to issues.
Plan resources to meet the demands of inbound calls & emails throughout business hours, nights, weekends, and public holidays.
Plans, prioritizes and completes tasks with conflicting priorities
Identifies operational deficiencies and improvement plans
Identifies development needs, allocates work and authority and creates opportunities for individual’s professional growth.
Shares vision and direction for the business to achieve Brennan’s goals and aims. Inspires others to achieve these goals.
KEY COMPETENCIES DETAILS
Essential
This role requires the follow Competencies and Experience;
Minimum 5+ years of experience in IT Infra space
Minimum of 2 years in a Team Leadership / Senior Management position
Minimum of 3 years’ experience in an IT Managed Services environment
Demonstrated experience with IT Analyst Management
Demonstrated experience with ITSM tool sets
Demonstrated implementer of process control & governance
Demonstrated engagement with Exec Management
ITIL Certification
Strong customer focus
Excellent verbal and written communication skills
Strong analytical skills
Strong working knowledge of ITSM concepts including ITIL
Ability to co-ordinate and multi-task effectively
Strong presentation skills
Flexibility within the role
Desirable
The following Competencies and Experience would be an advantage in this role;
Demonstrated ability to manage and implement change
Proven experience in developing and delivering effective presentations
Demonstrated ability to train and mentor staff
Working knowledge of TQM and operations management concepts
Strong negotiation skills
