Service Desk Lead

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

Mandatory:

• Should have managed small to medium teams delivering/managing IT
operations
• Should be hands-on in terms of technology
• Should have an understanding of processes and quality aspects
• Knowledge of IT asset management, incident/request management,
problem management, change/release management, Availability and
capacity management
• Incident Management experience – Managing incidents including
business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis
on Windows 10 and Office 2016

Language skills

• English

Nice to have:

• An ITIL qualification is preferable
• MCP certification would be desirable

Soft Skills:

• Deep experience Customer Handling and stakeholder
management.
• Ability to handle escalations, be a trusted advisor for the
customer and work closely with customers in defining solutions
• Ability to drive Service Improvement programs and drive service
quality improvements.
• Familiarity with working on small proposals, billing and charging
topics
• Understanding of service level management process, related
agreements – SLA/OLA and workflow steps
• Analytical ability
• Business acumen
• Knowledge of capacity management process

• Install and configure application monitoring and analytics tools
• Implement the log analytic tools and provide right analytics to customers
• Proactive problem management - providing solutions to technical and
operational issues
• Responsible to build and implement security guidelines
• Running the service operations in close cooperation with other IT process
owners and service owners.
• Automate regular activities
• Implement the changes one various environments and support go-live
activities
• Responsible to auditing incidents, changes and problem requests and
providing feedback to team
• Responsible for SLAs / KPIs and service quality
• Prioritizing the team activities and changes
• Responsible to bring service improvement ideas and to implement in service
• Providing technical consultation to customers and service teams on various
technologies used in middleware service and integration components
• Service definition, scoping and policy formulation: provide inputs to data
center in order to design a scalable and robust architecture
• Admin model, work-flow, monitoring and reporting framework: provide
inputs in order to ensure that service deliverables are met with as defined in the
SLA
• Technology Resources – Hardware, software, data communication,
consumables and services: Initiate procurements based on BOM provided by the
service teams in order to ensure timely delivery of components or systems
• Capacity Management: monitor and review capacity metrics and present to
location manager in order to ensure services are delivered within the defined
thresholds set in the capacity management plan
• Service management plan: implement the plan in the DC in compliance with
the guidelines in order to ensure that the required service management processes
are implemented as per scope of service
• Service level management and service reporting: monitor and report on IT
services SLAs in order to maintain and improve service quality
• Review DC support and operations effectively in order to achieve service level compliance
• Supplier management: Review performance with vendor managers and DC
and present to location manager in order to ensure vendor meets compliance
levels
• User communication and updates: Communicate IT service policies and
processes, service availability, service reporting
• Configuration management: Maintain accurate configuration information in
order to ensure the data accuracy of IT services components and related
infrastructure in the location

Benefits:

• Motivating salary
• Stimulating working environment
• Medical insurance
• Annual team building
• Opportunities to learn and grow your skills
• Gym membership discount