Tech Services Lead - T2 (Colombo On Site)
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
Job Description
Job Summary
The Tech Services Lead need to Manage ticket patterns, SLAs, team productivity, and security compliance while organizing meetings, recognizing team achievements, and supporting IT partners. Requires 6-8 years of experience, relevant qualifications, and strong communication skills.
Skills
- Minimum 6-8 years of experience in the similar capacity
- Adaptability / Flexibility Exposure to handling incidents and/or service requests related to Google Workspace, Office 365 and Adobe Cloud Products
- Highly self-motivated and directed with keen attention to detail
- Excellent communication skills
Qualifications
- BSc. in Computer Science / Information Technology or relevant qualification from a recognized university.
- Certifications in Microsoft Certified Systems Engineer, CCNA, Information Technology Infrastructure Library will be added advantages.
Key Responsibilities
- Understanding the pattern and category of tickets, people productivity, SLA Management, DSAT assessment, Reopened tickets, Random validation of resolution notes and customer visible column updates, etc.
- Recognizing the team members with Rewards on a timely basis.
- Should support to IT Technology Partners with necessary assistance
- Responsibility to handle the attendance closure, shift roster & crisis management
- Ability to handle Information Security and Business Continuity requirements
- Organizing Monthly meeting with team members
- Reports and Records Managements
