Network Engineer Team Lead

Duties and Responsibilities :

Lead a team of IT support technicians and engineers, providing guidance, mentorship, and support to ensure the timely resolution of technical issues and adherence to service level agreements (SLAs).

Implement and maintain IT service management best practices, including incident management, problem management, change management, and service request management processes.

Develop and maintain ITSM documentation, including standard operating procedures (SOPs), knowledge base articles, and system documentation.

Collaborate with cross-functional teams to identify and implement improvements to our IT infrastructure, including hardware, software, networks, and security systems.

Monitor the performance and availability of IT systems and infrastructure components, proactively identifying and addressing potential issues to minimize downtime and ensure business continuity.

Manage relationships with third-party vendors and service providers, ensuring compliance with contracts and SLAs and resolving any issues or escalations in a timely manner.

Stay current with industry trends and best practices in ITSM and infrastructure management, recommending and implementing new technologies and processes to enhance efficiency and effectiveness.

Manage Develop & Deliver all Software / Tool / technology and IT Infra Projects as per business needs

Required Skills and Qualifications :

Excellent understanding of the Scrum and Agile Software Development Methodologies using tools like Atlassian JIRA / Confluence and Azure etc .

Proficient with MS Office Suite ( Specially MS xlsx, MS Doc and MS ppt, Visio)

Good decision-making considering the criticality of needs and trade-offs.

Practical experience with product development management.

Strong knowledge of Intune. Entra ID, Office 365.

Ability to prioritise the ITSM process.

Excellent understanding of the principles of End user-Support

Excellent communication, both written and spoken, for collaborating with different teams

Work well in small and huge teams

Knowledge of design IT & IS guidelines.

Technical background with knowledge of hardware / Software and SAS Application support

Good organizational skills

Creative and innovative thinking

Passionate about providing intuitive and excellent user experience.

Good team player

Prior experience of working with Global clients

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