• Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.

• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.

• Provides support to all escalated incidents.

• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.

• Acts as emergency support contact as needed, for critical client and business-impacting issues.

• Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift.

• Timely escalation of all tickets to management with ensuing updates, where applicable.

• Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.

• Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.

• Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.

• Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams.

• Performs quality audits, covering process, service experience, ticket updates as required.

• Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services.

• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.

• Implements training and development initiatives for direct reports.

• Engages with clients for technical operations as part of routine operations.

• Constantly measures and analyses team’s delivery capabilities.

To thrive in this role, you need to have:

• Good organizational and team management skills.

• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.

• Seasoned understanding of budgets and cost management.

• Good time management, prioritization and delegation abilities.

• Good focus on client centricity.

• Highly focused on business outcomes.

• Ability to guide the team through transformational objectives set out by the business.

• Ability to work across different cultures and social groups.

• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.

• ITIL certification is desirable.

Required experience:

• Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.

• Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).

• Solid demonstrated experience in organizational change management (transformational experience).

• Solid demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.