Technical Team Leader FOR Nomura Financial Services Pvt Ltd
Job Description 8-10 years of Desktop experience Reasonably good in English (Support includes users outside of India) Worked in a Enterprise-wide setup (MNC experience should be handy) Mandatory requirements are :- English communication must be good in Oral & emails IT HW & Networking L2 knowledge with hands on experience able to take personalities specially at night shift when engineer will be alone he should have knowledge about what is compliance and discipline Does he have any appreciation from customer or user on mail Apart from this below are the relevant skills required: - Active directory Basic What is VPN Windows update related knowledge Networking basic Thin clients L1 Server Emails Windows update patch ... WSUS SSCM Types of Microsoft.com add ins What is host file How to rename local profile Bloomberg applications What is Roaming profile What is Local profile Basic thin client knowledge, Team handlimg expeirence, Good knowledge on preparing of reports, Worked on global level.
First hand Escalation management on High aging incidences
Backup Engineer Alignment & Coordination and refilling the positions if engineer resigns
Guide and coordinate with Team on technical issues
Prioritize task calls / tickets assignment
Vendor governance
Aging tickets review meetings
Support documentations creations and maintenance
Tracking of action items in central tracker and publishing updates on regular basis
Preparing Daily / Weekly / Monthly reports
Monitor and review ITSM operations (incident, SR and CR tickets) daily, weekly, monthly with respective Teams.
Take part in daily, weekly, monthly review meetings and publish / track the reports.
Ensure SLA compliance.
Highlight if there are any issues with the vendors.
Problem Management for major and recurring tickets
Suggest the best practices for service improvement.
