Process : DaaS Monitoring Designation : Team Lead (Tech support 3) Job Description: Manage a team of technical support associates to handle technical escalations in data pipelines raised by client stakeholders. Making sure the team performs all assigned debugging and troubleshooting activities as per defined SLAs, responding on time for every escalation, providing regular updates to all stakeholders and driving the issues to resolution. Assisting team in resolving complex breakdowns in a timely manner to avoid production issues. Database management and data handling through Internal Google applications Coordinating interfaces between incident management and other service management processes. Driving the efficiency and effectiveness of the incident management process. Analyzing problems for correct prioritization and classification. Raising RFCs (Requests For Change) to resolve problems. Ensuring that all service models and service solution designs conform to strategic, architectural, governance and other project requirements Preparation of SOPS, guidelines which includes developing support requirements with Product Management and Development Team. Responsible for training, need analysis of the team and managing the training on a regular and timely basis to keep the team up to date with the latest tool or process related requirements. Serves as the project’s technical advisor to management and represents the team at cross-functional meetings and discussions Confers with the Managers or Clients to clarify priorities, processes, assignments and to discuss any issues therein Oversee documentation of all workflows and customer-reported problems in the database and the resolution recommended / provided Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FRT (First Response Time) Regular client interactions to discuss pipeline blockage related issues and progress of resolutions for escalations. Effectively communicate with all internal counterparts (development teams, leads, managers) Act as an Oncall POC / lead for critical escalations and if needed would be able to fix minor code level changes A typical day would look like this : Handle critical, time sensitive, technical incidents/outages and help the team drive them to resolution quickly. Receive transition from the previous shift’s team/Lead and discuss any outstanding critical items at hand-off Review current major incidents, scheduled outages and events for the day to assess any adjustments to staffing plans. Address SLA areas of concern. Often SLA targets will include multiple shifts. Evaluate service requests approaching or exceeding their SLAs and take actions accordingly. Review operational metrics and note areas for attention. Review metrics and reports throughout each day to optimize throughputs and workflows, as needed. Mentor Resources – Responsible for staff productivity and ensuring positive client perceptions. Will often mentor the team about product updates, new pipelines, design documents and skill up on technical issues. Follow up with Client and pass on criticality around any product or project. Understand the requirements from clients and work closely with cross functional teams in achieving the same. Preferred Technical Skills: Troubleshooting, SQL, Databases, Spreadsheets (or Excel), Knowledge/hands on experience of any programming language Good to have experience in: IT incident management, ITSM Required Experience: BCA/MCA/BE/BTech (CS/IT) graduate with at least 6-7 years of overall experience and 1-2 years’ experience in team handling Troubleshooting experience in a support team environment Open to work in 24×7 shift environment Other Skills: Must be good at documentation Excellent communication skills Strong analytical, logical reasoning and problem-solving skills
Job Type: Full-time
Salary: Up to ₹1,400,000.00 per year
Schedule:
COVID-19 considerations:
Wear a Mask
Ability to commute/relocate:
Education:
Experience:
Speak with the employer
+91 7417893968
Job Description Manage system infrastructure including, databases(VMware/vSphere), testing computer equipment, firewalls, malware and other software and hardware. Manage Windows server,O365,Exchange...
Apply For This JobAirlines , Aviation , Defence Company Name : Others Skills :Job Location : Bangalore No. of Openings : Not updated...
Apply For This JobOverview This role is a member of the team responsible for design, governance, implementation and sustainment of the Controls solutions...
Apply For This JobNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a...
Apply For This JobMSSD (Career) Mercer Software Support Desk (Career) is seeking candidates for the following position based in the DLF office Specialist...
Apply For This JobJob Description PLEASE NOTE ONLY CANDIDATES WITH BSc/BA/BCom, ITI, Diploma with computer knowledge NEED TO APPLY. (B.Tech/M.Tech candidates need NOT...
Apply For This Job