Team Lead - IT

Job Description:

Responsibilities

•  Lead and supervise a team of System Engineer consisting of 5 members in their daily tasks, ensuring efficient and effective monitoring and incident response.
•  Manage shift schedules and coverage to ensure 24x7 support for LIXIL's IT systems- IT Network, Servers and Cloud etc.
•  Oversee the monitoring of system alarms from all IT devices, ensuring timely identification and response to critical issues.
• Guide and mentor System Engineer in following documented processes and procedures for resolving common IT issues related to IT Network, Servers and Cloud etc.
• Handle escalations from System Engineer for complex or unresolved issues, providing technical guidance and expertise.
•  Collaborate with Tier 2 and Tier 3 support teams to ensure seamless escalation and resolution of critical incidents related to Network, Servers and Cloud etc.
• Monitor team performance against SLAs and other performance metrics, identifying areas for improvement and implementing corrective actions.
• Provide regular training and development opportunities to the team, ensuring their skills and knowledge remain up-to-date.
• Contribute to the development and improvement of operational processes and procedures, promoting efficiency and effectiveness within the team.
• Prepare and present regular reports on team performance, incident trends, and other relevant metrics to management.
• Participate in the recruitment and onboarding of new Shift Engineer, ensuring they are well-equipped to succeed in their roles.

Qualification & Experience

•  Bachelor's degree in Information Technology, Computer Science, or a related field.
•  Overall 6-10 years experience
•  Minimum of 2 years of experience leading and managing a team in a technical support environment.
•  Shift working required and mandatory; 6 days a week (WFO) on a rotational basis
•  Role require flexibility, including working different hours, weekends, or holidays, to provide global support coverage