Team Lead/Shift Manager
Job Description
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
Experience
2-3 years
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.
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.
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
Desired Qualification
- ITIL/ITSM or other industry-related certification is preferred
- 2 – 3 years Team Lead/Supervisory experience required in NOC
- People leadership and direction experience. For example; shift scheduling,performance,reviews, disciplinary, hiring, etc.
- Professional manner and customer service experience
- Understanding of Telecommunication networks and methodology required
- Excellent communication skills
