Location
Chennai | India
Job description
Job Description
- Team Leadership : Lead, coach, and mentor a team of support technicians, fostering a positive and productive work environment.
- Service Desk Operations: Oversee day-to-day service desk operations, including incident management, request fulfilment, and incident resolution, ensuring adherence to ITIL 4 processes.
- SLA Adherence : Ensure that the service desk consistently meets or exceeds SLAs related to incident response, resolution times, and customer service.
- Escalation Management: Manage escalations from support technicians, providing guidance and ensuring issues are resolved efficiently.
- Performance Monitoring: Monitor team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
- Continuous Improvement: Drive continuous service improvement initiatives, identifying recurring issues and implementing preventative measures.
- Knowledge Management: Maintain a knowledge base for support technicians, ensuring accurate and up-to-date documentation of known issues and solutions.
- Resource Management: Allocate and manage team resources effectively to ensure coverage during business hours and support for special projects or events.
- Training and Development: Facilitate training sessions and professional development opportunities for team members to enhance their skills and knowledge.
- Vendor and Tool Management: Evaluate and manage third-party support tools and vendors to optimize service desk operations.
- Security and Compliance: Ensure that security policies and compliance requirements are followed in all service desk activities.
Qualifications - Bachelor's degree in information technology, Computer Science, or related field (preferred).
- ITIL 4 Foundation certification is highly desirable.
- 12 to 15 years of experience , Proven experience in IT support, including at least 2-3 years in a leadership or team lead role.
- Strong technical knowledge across a range of IT systems and applications.
- Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
- Problem-solving abilities and the capability to remain calm under pressure.
- Familiarity with service desk tools and incident management systems.
- IT certifications such as CompTIA A+, Network+, or similar are beneficial.
Additional Information Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.
Our purpose is Keeping the World Flowing for Future Generations.
For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.
Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.
Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.
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