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BDO RISE is hiring for NOC Shift Lead - Immediate Joiner Preferred - Ahmedabad / Bangalore / Gurgaon
BDO RISE Private Limitedahmedabad, India1 day ago
Job descriptionBachelor’s degree with a focus in Technology, preferred 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
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
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Experience :
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Hiring For • ahmedabad, India