Team Lead/Shift Manager

Major Duties and Responsibilities

Incident Management

  • Monitor the ticket queue for assignment
  • Monitor the ticket to ensure tickets never exceed our SLA agreement (Initial response & Ticket Resolution SLA)
  • Ensure ticket parameters are updated
  • Ensure constant updates on tickets by Engineers
  • Ensure constant communication with customer by Engineers
  • Ensuring Tickets are in apt state
  • Guiding for Escalation Engagement if required
  • Guiding for OEM Engagement if required
  • Ensuring Tickets are well documented
  • Ensuring Ticket Handover with Summary & POA
  • Ensuring Ticket closures with valids parameters
  • Ensuring Ticket closures with closure summary
  • Generating Incident Reports as per customer/Business requirements

Title

Team Lead/Shift Manager

No. of Openings

1

Location

Remote/Bangalore

Working Days

6

Working Hours

9 hours

Contract Type

Permanent

Joining Date

Immediate

Service Requests

  • Ensuring SRs for General non impacating & ARP requests to be generated.
  • Monitoring Ticket assignment
  • Ensure ticket parameters are updated
  • Ensuring ticket progress through its life cycle timley.
  • Ensure constant communication with customer by Engineers
  • Ensuring Tickets are in apt state
  • Guiding for Escalation Engagement if required
  • Guiding for OEM Engagement if required
  • Ensuring Tickets are well documented
  • Ensuring Ticket closures with valids parameters
  • Ensuring Ticket closures with closure summary
  • Generating SR Reports as per customer/Business requirements

NOC Operations

  • Facilitating NEO process
  • Team’s Shift rostering and PTO request approval
  • Point of contact for NOC agents calling in sick when on shift
  • Ensure all NOC members are logging in and out of the Network Operations Center phone queue
  • Work in conjunction with the other NOC Team members to summarise all escalations ensuring that adequate troubleshooting has occurred and identifying any training opportunities
  • Point of contact for all NOC escalations, both external and internal, Customer, Operations Management, etc while on shift
  • Conduct weekly meetings with team for operational feedbacks
  • Develop Probation period assessment parameters
  • Share the Probation period assessment parameters with Engineers
  • Assessing engineers qualifying for permanent (post probation)
  • Define KRA working with NOC Business development Team
  • Share the KRA with the team
  • Conduct performance reviews for the Team
  • Perform Career planning for the team
  • Identifying ,Planning & Scheduling Process training
  • Identifying ,Planning & Scheduling Technical training
  • Identifying & Developing process SOPs working with NOC Business development Team
  • Ensuring SOPs are available for the team working with NOC Business development Team
  • Identifying recruitment needs for the team
  • Driving Recruitment with HR to fulfill the needs of team
  • Customer Engagement for reporting NOC performance monthly & Annually as per Business definition along with Business development team.
  • Participate in customer meetings when a NOC representative is required
  • Sharing weekly/monthly/Quarterly reports of team/Individual performance with the team/Individual.
  • Sharing weekly/monthly/Quarterly reports of team/Individual performance with the Leadership.

NOC Performance

  • Sharing Service Improvement Plans to Business development team & Leadership
  • Review the Monthly Operations Report to analyse NOC performance and acknowledge those who have exceeded expectations and those who have not met expectations for R&R or PIP

Reports

  • Total monthly Incident volume
  • Monthly ISP, Reactive, Network Incident volumes with their respective parameters as defined by Business
  • Monthly Metric report generation for all type of Incident
  • Monthly SR volume
  • Monthly Metric report generation for all type of SRs
  • Total monthly Change volume
  • Monthly Successful/Unsuccessful Change report generation
  • Upcoming change data
  • Total monthly Problem volume
  • KB article report
  • PM Accomplishment report
  • Weekly/monthly/Quarterly reports of team/Individual performance with the team/Individual.
  • Weekly/monthly/Quarterly reports of team/Individual performance with the Leadership.

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