Shift Lead

Incident, Change , Problem and Service Management:

• Ensure all incidents, service requests, and changes are resolved within SLA timelines.
• Act as the Key SPOC for escalations during the shift, providing timely updates and ensuring stakeholder satisfaction.
• Drive root cause analysis (RCA) and implement corrective actions to enhance service quality and minimize disruptions.
• Optimization of Operations:
• Analyze operational workflows to identify areas of improvement and implement process optimization.
• Leverage automation tools and scripting (e.g., Python, PowerShell) to reduce manual tasks and improve efficiency.
• Use advanced analytics to monitor trends and proactively resolve network performance bottlenecks.
• Advanced Problem-Solving Approach :
• Knowledge on complex network issues involving LAN/WAN, SD-WAN, and multi-vendor technologies.
• Collaborate with Level 2/3 engineers to resolve escalated incidents and propose design or configuration enhancements.
• Drive technology upgrades and patching plans to ensure a secure and optimized network environment.
• Team Management and Leadership:
• Manage and mentor the shift team, ensuring high productivity and adherence to defined processes.
• Conduct regular skill enhancement sessions and knowledge sharing for team members.
• Manage shift handovers to ensure complete visibility into ongoing and upcoming tasks.
• Reporting and Documentation:
• Generate advanced performance reports, highlighting key trends, recurring issues, and areas requiring attention.
• Maintain up-to-date documentation, including SOPs, knowledge base, and escalation matrices.