Associate Team Lead ( IT Infrastructure / Fields )

Job Description

Qualification: BTech/MCA

Responsibilities:

Responsible to keep yourself updated with knowledge of the S&O tasks, processes and tools for your fields domain, so that you can steer and organize Support & Operational activities

Practice technical know-how of the services delivered by the team

Handle escalations to provide the technical solutions

Consciously take steps to increase the business awareness

Consciously take steps to increase process compliance

Consciously take steps to improve/propose processes

Consciously take steps to increase maturity and effectiveness of tools utilization

Collaborate with other Infrastructure Team Leads (SoM s) for sharing the best practices

Responsible to oversee the operational planning for the assigned team(s), so that S&O services are staffed:

Plan resources required for standard and ad-hoc operational tasks

Create and maintain Shift planning for team(s)

Manage team operational planning for availability and workload

Foresee operational needs and risks and provide inputs to management

Manage daily work flow of Incidents, Service Requests, Rollouts, and IT Inventory

Planning and coordination for trainings required

Responsible to take ownership of operational delivery so that QEE is guaranteed

Make sure that agreed SLEs are met for Incidents, and Service Requests

Audit and review operational deliverables and take necessary actions

Identify process improvement areas, propose initiatives and take steps for implementation

Provide feedback to Infrastructure teams for technical improvement

Identify knowledge gaps and take necessary actions

Responsible to report operational metrics, so that status of operational health is monitored, maintained and informed to stakeholders

Propose and agree KPIs with different stakeholders

Regular reporting of agreed operational KPIs

Analyze the trends of operational metrics and take necessary actions

Responsible for the availability and upkeep of operational documentation, so that major part of operational tasks can be performed autonomously by System Administrators

Guide the team(s) in maintaining the operational documentation in agreed/proposed structure

Stimulate the usages of existing documentation

Ensure regular review of documentation and report observations

Responsible for the availability of IT assets to guarantee service continuity

Make sure hardware material is available in stock

Managing Inventory of Active, Stock and Scrap IT Assets.

Proactive procurement of the IT assets to ensure buffer maintained and collaboration with the procurement team for IT assets purchase

Regular reporting of the stock availability

Prepare and manage IT asset capital and expense budgets

Ensure audit compliance for the IT assets.

Responsible to ensure the governance of operational tasks

Hardware (IT Device) issuances, and Repairs

Incident management, and escalations

Service Requests (Configurations, Installations)

Software installations as Rollout

Monthly Windows updates as Rollout

What are the expectations from you

A professional and a strong believer in people and organizational values, viz. respect towards individuals, team work, readiness to serve, bearing a cost/benefit mind set (as if you are spending your own money), efficiency with simplicity, Hyderabad communication while respecting privacy/confidentiality.

Capability to work in a complex environment with lots of challenges and flexibility to changing environments.

Strong and highly visible communication skills (send/receive, verbal/non-verbal/written, timings, anticipating impacts, ) in English.

A self-driven individual who can think ahead takes proactive approach, quick learner and having a strong sense of ownership.

Be social and build easily professional relationships with people of all levels

Customer friendly yet be assertive (e.g. critical in non-standard requests)

Proficient in creating and maintaining data in Microsoft Word and Excel

Skills Required:

Knowledge of Microsoft, and Macintosh operating system and providing IT support

In depth knowledge of computer hardware and associated peripherals.

In depth Knowledge of IT networking. (Patching, Backbone cabling, installation of IT devices like switches, Routers, Servers, other devices in the racks/ hub room)

In depth Knowledge in IT Asset Management/ IT Inventory (Active, Stock, Scrap), Procurements of IT Assets and Vendor Management.

Industry standard certifications in one or more of Microsoft Windows, Mac OS, A+, ITAM (Optional)

Proficiency in MS Office (Outlook, Word, Excel)

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Keyskills :
it asset managementmac osms officeit supportshift planningmicrosoft wordasset managementaudit compliancecomputer hardwareprocess compliancebusiness awarenessservice continuityincident managementprocess improvementknowledge discoverycommunic