Team lead Customer service & Technical Support
Summary
Technical Support (Voice, Non-Voice , Email & Chat)
24*7 Monitoring of alerts, On-call escalation, Open Bridges
CIM Critical Incident management, Coordinating Bridges, engaging resources, sending out and tracking updates of P1 Incidents.
Management and oversight of offsite/Onsite team from staff availability during P1/P2 issues, escalation management.
Produce reports and validation of SLA adherence on availability, System performance, problem tracking etc.
Good experience in Global Service Desk Management, ITSM tools (SNOW, BMC Remedy, SolarWinds), ITSM processes like incident management, service request management, change request management, SLA management, Call handling KPI.
Provide MS OS/Hardware/VPN/Network related solutions to end-user via Telephone/Email/Chat.
Prepares SOD, EOD reports on daily basis.
Managed huddle call with client on daily basis for new process updates and challenges.
Conducts Quality meet with team on weekly basis
Proficient with monitoring tools like SolarWinds and Netcool
Worked on ticketing tools like remedy, ServiceNow and Jira.
Handled team and team operations of around 20-22 people.
Worked in 24x7 environment with datacentre operations.
Handled CAB calls and incident calls as a Liaison for NOC.
Expectations
Team Lead (Voice , Non-Voice, email & Chat)
Employment Preferences
Expected Base Salary
**,000 INR
Academic Degree
Experience
Total Professional Experience
Startup Experience
Enterprise Experience
Skills
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