NOC Team Lead-465

Job Description:

Kindly work on this opening. Share profiles with good communication skills only. Should have experience in dealing / communication to US / UK clients over email / Phone, handling L3 and higher level escalations.

NOC Team Lead

We are looking for a NOC Team Lead to join Gravitas at our Mumbai office. In this role, you will manage a 3-5 member team of NOC Analysts delivering L2 and L3 remote support to our clients in the alternative investment industry. You will be responsible for ensuring that customer expectations are met or exceeded by meeting and exceeding defined performance metrics/benchmarks and adhering to ITIL-based standard operating procedures. In this role, you will manage technical aspects of our clients' infrastructures and assist your team as needed, acting as a subject matter expect for a mission-critical technology set. As a Team Lead you set the example for you team by exhibiting a high level of professionalism and exercising sound judgment to provide timely resolution of problems.

A successful candidate will have prior experience in ITIL-based incident and problem management, will have strong process development, leadership and reporting skills, and will have the ability to identify data trends that can be used for continual service improvement. This position is a client-facing role, with leadership, decision-making, hiring, and personnel management responsibilities. The candidate will be assertive, and have strong presentation, communication, interpersonal, collaboration and technical skills. This is an operations role and on occasion may require unsociable hours and participation in an on-call rotation. The ideal candidate will have experience delivering IT support in the alternative investment or financial services space, have managed a team of 1-3 technical resources, can achieve subject matter expertise in Citrix, Microsoft and/or RSA technologies and have worked for a Managed Services Provider.

Responsibilities:

• Manage the success of your team in delivering quality end-user technology support and adhering to service level agreement goals
• Work to promptly resolve all incoming infrastructure issues by phone, email or chat within established SLA targets
• Document issue status and provide updates to management and end-users in near real-time
• Escalate and schedule L2 and L3 issues requiring on-premises interaction
• Follow up on outstanding issues and ensure timely resolution
• Develop, document and maintain standard operating procedures, best practices and customer service guidelines
• Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's
• Work with management to develop process and procedures that are aligned to industry best practices
• Create executive dashboards for reporting on KPI's based on established SLA targets
• Represent the Support Services team at executive-level and client-facing meetings when required
• Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
• Participate in interviewing, training and mentoring of junior team members

Required Skills/Experience:

• Strong working knowledge of infrastructure system services (e.g., Active Directory, DHCP, DNS, DFS/NFS, NTP, SSH)
• Process- and metrics-driven approach to ensure consistent delivery of the highest possible level of service
• Management skills in evaluating, developing and coaching L1 and L2 client-facing technologists
• Ability to code and script in any administrative language (e.g., Python, PowerShell, Bash)
• Strong experience with Citrix XenApp 6.5 or higher
• Strong experience with Microsoft Exchange Server 2007 or higher
• Strong experience with Microsoft SQL Server 2008 R2 or higher
• Strong experience with Microsoft Windows Server 2008 R2 or higher
• Strong experience with Symantec Endpoint Protection, Trend Micro Worry-Free Business Security, or equivalent
• Strong experience with VMware ESXi/vSphere 5.0+ or higher
• Experience with Linux/Unix operating systems (e.g., RHEL, Ubuntu, Debian, CentOS)
• Strong customer service skills honed in a NOC environment
• Strong communication and interpersonal skills
• Strong demonstrated problem solving ability
• Maintain a positive attitude to motivate and influence others
• Outstanding presentation, written and interpersonal communications skills
• Passionate about enterprise-level IT solutions with a limitless willingness to learn
• Incredible attention to detail with a passion for proper grammar and punctuation
• Proven ability to multi-task and stay organized in a fast-paced environment

Desired Skills/Experience:

• Bachelor’s degree in Information Technology, Computer Science or equivalent and/or relevant experience
• Previous experience with ConnectWise PSA or equivalent professional services automation software
• Previous experience with LabTech RMM or equivalent remote monitoring and management software
• Previous experience with ScreenConnect or equivalent screen sharing/online meeting software
• Previous experience with alternative investment software and services (e.g., Bloomberg Professional Services, Advent Axys/Geneva/Tamale RMS)
• Training, certification or experience with ITIL v3 framework
• One or more current IT industry certifications (e.g., Cisco, Microsoft, VMware)

Responsibilities:

• Manage the success of your team in delivering quality end-user technology support and adhering to service level agreement goals
• Work to promptly resolve all incoming infrastructure issues by phone, email or chat within established SLA targets
• Document issue status and provide updates to management and end-users in near real-time
• Escalate and schedule L2 and L3 issues requiring on-premises interaction
• Follow up on outstanding issues and ensure timely resolution
• Develop, document and maintain standard operating procedures, best practices and customer service guidelines
• Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's
• Work with management to develop process and procedures that are aligned to industry best practices
• Create executive dashboards for reporting on KPI's based on established SLA targets
• Represent the Support Services team at executive-level and client-facing meetings when required
• Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
• Participate in interviewing, training and mentoring of junior team members