IT Operations Senior Analyst

As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLAs focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency.
Roles Responsibilities:

• Lead the delivery of IT Infrastructure services ensure all the SLAs are met.
• Manage Incident, Issues and Outage management, Investigation, and restoration.
• Collaborate with cross-functional teams to ensure timely resolution of issues.
• Ensure compliance with IT policies, procedures, and standards are followed.
• Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices.
• Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team.
• Stay informed about emerging technologies and trends in IT support.
• Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support.
• Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed.
• Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage.
• Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts.

Professional Technical Skills:
Must To Have Skills: