BDO RISE is hiring for NOC Shift Lead - Immediate Joiner Preferred - Ahmedabad / Bangalore / Gurgaon

Job Responsibilities :

Monitor and manage the phone and ticket queues to ensure timely response and resolution

Prioritize and assign tickets to appropriate team members based on urgency and expertise

Identify and engage Subject Matter Experts to assist with complex issues

Provides additional technical support to team members and will sometimes be a escalation resource

Facilitate communication between SMEs and team members to ensure efficient problem-solving

Lead incident management efforts, ensuring timely identification, communication, and resolution of incidents

Communicate incident management status and updates to stakeholders in a clear and timely manner.

Provide guidance and support to team members during shifts

Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors

Maintain accurate record of incidents, resolutions, and other relevant data

Prepare reports on team performance and service metrics

Coordinates with other leaders between shifts, ensuring smooth transitions between off-hours and business hours

Provides exceptional client service and develops deliverables and / or solutions to issues

Reviews and participates in project plans for the improvement of service delivery

Facilitates the project plan making updates as directed by the management team

Manages tasks closely to make sure they are being completed and in a timely manner

Documents information from internal project meetings

Escalates any issues to senior management, as needed

Provides regular status updates on the implementation

Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors

Other duties as required

Education :

Bachelor’s degree with a focus in Technology, preferred

Experience :

Four (4) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required

Four (4) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web / networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), required

Two (2) or more years of experience leading teams within the network operations center, service desk or help desk environment, required

Must have experience with triage problems, design and identify solutions and the ability to appropriately escalated issues in fast-paced environment, required

Strong understanding of IT Service management principles and practices, required

Excellent communication and interpersonal skills, required

Ability to work effectively under pressure and manage multiple priorities, required

Experience with ticketing systems and incident management tools, required

Relevant certifications (e.g. ITIL, CompTIA Network+, and Azure 104) are a plus

Client facing consulting experience, preferred