LTIMindtree
Location
Hyderabad | India
Job description
LTIMindtree is Hiring !!
Experience • Overall 6-8 years of experience within service desk/helpdesk out of which at least 1-2 years as an on paper Shift Lead in a customer facing role. Managing a team of at least 12-15 L1/L2 engineers Key Responsibilities • Regular 1-0-1 discussions with the L1/L2/SME for performance, training needs, growth and career development • Publishing team stats to the engineers regularly and ensuring timely feedback is given • Client interaction for process improvement suggestion, weekly meetings, discussions etc. • Scrub data for variance positive or negative in SLA/KPI and other metrics • Coordinate with service desk and other resolver groups to ensure the technical/process issues being faced by the engineers are resolved • Conduct regular team huddles and share important information with respect to process/procedures • Coordinate with the PM to assign duties/tasks for short term project activities, ensuring timely completion and capturing specific observations • Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase. Also participating in reviewing existing KBs for updates/changes • Other organizations level responsibilities like participating in hiring drives, interviews, training activities, performance appraisals, etc. • Team rewards and recognition, appreciation to keep existing engineers motivated • Tracking SLA/KPI/backlog etc. to ensure these are green and in control Knowledge & Skills • Sound knowledge of ITIL Methodologies & best practices • Good working knowledge of MS-Word, Excel, PowerPoint and Outlook, Visio, etc. • Technical knowledge of Windows OS – various versions, O365, Active Directory, Citric, VMWare, basic Networking knowledge • Hands on experience of working on ITSM tools like – Manage Engine, ServiceNow, BMC Remedy, etc. • Excellent customer handling skills, fluent in written and verbal communication • Excellent training, coaching and mentoring skills • Ability to communicate at all levels across the business. • Quick learner and understand the nitty-gritties of a complex working structure • Good interpersonal skills, time management and metrics management • Ability to multitask and work under pressure in a high paced and changing environment • Ability to identify process gaps and suggest improvements Education • College degree • ITIL Certification preferredJob tags
Salary
