Team Lead - Java Job

Experience

Job Description

An IT Service Lead is responsible for the delivery of IT services within an organization, and their role involves:

Service delivery - Managing the delivery of IT services to meet business needs, and ensuring high levels of availability and performance
Service management - Managing service requests and incidents, and ensuring that service standards and reporting are met
Service improvement - Continuously improving the quality and efficiency of IT services, and putting in place a program for continual service improvement
Service level agreements - Defining service level agreements (SLAs) and operational level agreements (OLAs)
Technical change - Ensuring that technical change is communicated and managed appropriately
Service support - Managing a service support team, and ensuring that all service and support functions are responsive to customer needs
IT service management best practices - Implementing IT service management best practices, such as ITIL (Information Technology Infrastructure Library)
Communication - Have good communication skills. and should be able to bridge the gap between IT and the business side of the organization, and ensuring that IT services are aligned with business objectives
Reporting - Producing and delivering reports of achievements and trends against Service Levels.

Handling ITIL processes, Incident Management, Request management, Change Management, Problem Management, CMDB Management processes.

Experience in End user L2/L3 support & ITSM process Advanced and Advance MS Office suite.

Technologies - Java , SQL

ITIL Certification is a must

Required Technical/ Functional Competencies

Infrastructure Management:

• Support both on-premise and cloud infrastructure.
• Execute infrastructure automation scripts and follow SOP and centralized process.
• Identify/ resolve infrastructure issues and conduct impact analysis and root cause analysis.

Change & Release Management:

• Monitor and improve change management process.
• Conduct change impact assessment and facilitate CAB and ECAB meetings.
• Communicate changes and status to stakeholders and manage CRs.

Configuration Management:

• Manage CI life cycle and implement configuration management process.
• Ensure modifications to CMDB are recorded and monitor inconsistencies.
• Identify configurable items, support audit process, and define release scope.

Negotiation Skills:

• Support negotiations by providing information and being part of team.
• Understand the key stakeholders and able to communicate individual requirements.
• Establish working-level relationships with third-party counterparts to resolve routine issues.

Audit and Compliance Management:

• Working knowledge of Audit Control Frameworks (such as ISO270001, SSAE16/SOC1/SOC2, SOX, COBIT) and audit process guidelines.
• Conduct audits and ensure compliance through various audit frameworks.

Estimation and Resource Planning:

• Identify resources required to complete a task and use appropriate estimation models for low/ medium complexity scenarios.

Problem Management:

• Facilitate problem management process and assign owners to problem records.
• Initiate process for unsuccessful changes and conduct periodic reviews.
• Close problem management ticket after confirming resolution.

Service Level Management:

• Assist in SLA compliance and monitoring and provide procedures to restore services.
• Support customer environment and operations as per agreed SLAs.

Technology/ Platform Knowledge:

• Implement and configure/customize products and contribute to reusable assets and solutions.
• Analyze frameworks/tools and present recommendations and develop training materials.
• Demonstrate thought leadership through whitepapers and webinars.

Customer & Stakeholder Management:

• Analyze stakeholder profiles and identify opportunities for improving efficiencies.
• Understand contract terms and ensure successful execution.
• Handle contract change control and processes using relevant systems.

Organisational Awareness:

• Clearly understands the vision, mission and overall objectives of the organisation and how these relate to their own area of responsibilities.
• Contributes to and understands the organisation’s overall strategy.

Project Management:

• Execute complex projects effectively, identify ways to improve efficiency, define QA processes/plan, tailor organization's quality guidelines and benchmarks to meet specific project quality requirements and processes, and review project processes and deliverables.
• Manage functional areas within small/medium project, plan and monitor environment setup required for development, QA/UAT, production, and disaster recovery management; review plan and scope, review project goals, prioritize and actionize items, and manage stakeholder expectation during project execution.

Transition Management:

• Plan and execute transition for large/ complex activities
• Define standards in transition management based on industry trends

Required Behavioral Competencies

Accountability: Takes responsibility for and ensures accuracy of results and deadlines of the function and/or team and in completing own work.

Collaboration: Reaches out to others in team to ensure connections are made and team members are working together.

Agility: Looks for ways to integrate work with other teams, identifying similarities and opportunities, making necessary changes in work to ensure successful integration.

Customer Focus: Identifies trends and patterns emerging from customer preferences and works towards customizing/ refining existing services to exceed customer needs and expectations.

Communication: Communicates well-organized ideas, information, and data to broad and diverse audiences across the Organization (through formal and informal presentations).

Drives Results: Sets realistic stretch goals for self & others and perseveres to follow through with resilience and remains calm in a crisis or stressful situation to exceed organization/client expectation.

Resolves Conflict: Identifies and understands the source of conflict, addresses, and overcomes.

Certifications