Team Leader It Helpdesk Job in Yorshr

Requirements: Strong understanding of Incident Management processes in a production IT Environment and IT Operations. Good understanding of Problem Management, Change Management, and Event Management processes. Excellent verbal and written communication skills including effective communication to all stakeholders. Good judgment in seeking and providing advice and counsel. Ability to handle stressful situations and multi-task in high-pressure environments. Good understanding of the business impacts during critical situations. Strong problem-solving/analytical skills and strength in driving business outcomes and results. Knowledge of incident management systems and tools. Minimum 3-5 years of experience in customer-facing roles/technical support/incident management roles. Bachelor s degree (preferably engineering) in computer science, information systems, or similar. Excellent organizational and time management skills. Flexibility to work on weekends. Responsibilities: To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Serve as an escalation point of contact with the primary focus on restoring the services. Facilitate the outage calls and ensure that all the required resources are engaged to work on Major Incidents. Ensuring that effective communication is maintained with the Executives, Business Leadership during an incident. Analyse data and prepare reports in support of periodic service reviews, including operational metrics and service level reports. Provide post-sales strategic guidance and recommend additional initiatives to continue improving the client s technology experience. Develop and provide actionable recommendations to increase the adoption Work and prepare a report on major changes to ensure appropriate & required communications are sent to the executives and stakeholders in line with the business impact Coordinating the resolution of incidents by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling/issues. Manage communications with customers in the event of scheduled/unscheduled service disruptions and/or outages. To identify the root cause of the incidents. Testing and analyzing IT system and software performance on a regular basis. To analyze potential SLPs (Service level protocol) improvements and look for future business opportunities with the customers. Responsible for account management, product adoption, account growth, and account success. Gather feedback on product experience during the entire customer lifecycle via targeted surveys. Identify prime targets for up-sell/cross-sell & engage with the team to execute those opportunities.