Specialist - Cloud & Infra Management

Job DescriptionThis opportunity is with LTM for the position of Shift Lead Service Desk Operations.The role requires to provide leadership guidance and support to existing L1L2 line of support engineers.This is an opportunity in a well stablished service desk for a major client of oursThis is a process people and performance management role.The role demands high level of client interaction over calls emails and chat.The role requires an experienced candidate from same or similar fieldHe/She must possess good knowledge of Windows Active Directory O365 Networking basics etc Apart from detail process knowledge the candidate is expected to possess working knowledge of ITIL methodologies.The person will contribute towards effective governance of the project deliverables SLAs KPIs Improvements etc.The ideal candidate must have hands on experience of coaching mentoring and development of service desk engineers.Key ResponsibilitiesRegular 101 discussions with the L1/L2 SME for performance training needs growth and career development.Publishing team stats to the engineers regularly and ensuring timely feedback is given.Client interaction for process improvement suggestion weekly meetings discussions etc.Scrub data for variance positive or negative in SLAKPI and other metrics.Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved.Conduct regular team huddles and share important information with respect to process procedures.Coordinate with the PM to assign duties tasks for short term project activities ensuring timely completion and capturing specific observationsEnsuring knowledge management process is followed and any new solution is kept updated within the knowledgebase Also participating in reviewing existing KBs for updates changesOther organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etcTeam rewards and recognition appreciation to keep existing engineers motivatedTracking SLAKPIbacklog etc to ensure these are green and in controlKnowledge SkillsSound knowledge of ITIL Methodologies best practicesGood working knowledge of MSWord Excel PowerPoint and Outlook Visio etcTechnical knowledge of Windows OS various versions O365 Active Directory Citric VMWare basic Networking knowledgeHands on experience of working on ITSM tools like Manage Engine ServiceNow BMC Remedy etcExcellent customer handling skills fluent in written and verbal communicationExcellent training coaching and mentoring skillsAbility to communicate at all levels across the businessQuick learner and understand the nittygritties of a complex working structureGood interpersonal skills time management and metrics managementAbility to multitask and work under pressure in a high paced and changing environmentAbility to identify process gaps and suggest improvements