Support Team Lead - Monitoring & Global Operations Center

Job Description

The Support Team Lead - Monitoring & Global Operations Center  will ensure quality of the delivery for Monitoring & Global Operation Center - technical support services, at the level of services defined.

Must guarantee service operations and continuous improvement of infrastructure support services as well as compliance with all ITSM processes (Incident, Change, Problem, Request and Event management).

Main responsibilities: 

•    Maintain, coach, and develop the staff members of his entrusted team(s); act as escalation point from and toward his team(s)
•    Drive internal review meetings covering performance, service improvements, quality, and processes improvement.
•    Maintain high performing service support and monitoring functions
•    Be accountable in time for the quality of support services and performance
•    Evaluate new automation technologies and best practices, and recommend improvements
•    Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
•    Monitor incidents, organize identification of the root cause, coordinate actions to restore services
•    Ensure the Incident, Change and Problem management process are correctly applied
•    Coordinate and support monitoring expansion, finetuning, and reporting campaigns with other technical or application teams
•    Work closely with all infrastructure teams to ensure proper monitoring setup
•    Provide regular and accurate management reporting on GOC Service performance
•    Manages customer expectations by keeping them informed, sets and follows commitments, keeps precise case documentation and case ownership 
•    Communicate effectively with Technical and Non-Technical stakeholders  
•    Participate in ITIL based change management, Problem management, incident management

Main requirements:

•    Team management experience – at least 3 years of experience.
•    Knowledge within Project Management principles.
•    Proven track record in working for support organization.
•    Knowledge of Cloud Datacenter technologies (preferably Microsoft Azure Cloud).
•    Experience on IT Infrastructure Maintenance Support in a very diverse, global IT landscape
•    Proven experience in production environments / critical operations
•    Must be able to rapidly identify root cause of a problem, using support document but also personal experience and knowledge. 
•    Apply proper mechanism to restore service through either sustainable method or workaround.
•    Can leverage the network of experts and specialists to assist in these problems solving if/when needed.
•    ITIL Foundation certified (nice to have).
•    Excellent written and verbal English language skills