BDO RISE is hiring for NOC Shift Lead - Immediate Joiner Preferred - Ahmedabad / Bangalore / Gurgaon
BDO RISE Private LimitedRajkot, IN
19 hours ago
Job description
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
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