Team Lead

Role & responsibilities

Service Operations Management

• Monitor and manage incident, service request, and escalation queues for the assigned region.
• Ensure all tickets are assigned and resolved within agreed SLA timelines.
• Coordinate with field engineers, OEM partners, and support teams for issue resolution.
• Conduct daily reviews of open, overdue, and escalation calls.
• Track critical incidents and provide timely updates to stakeholders.

Asset Management

• Monitor asset allocation, deallocation, and movement activities.
• Ensure CMDB and asset inventory records are updated accurately.
• Coordinate asset dispatch, replacement, repair, and damage management processes.
• Follow up on pending asset recoveries and branch-level asset compliance.

Team Coordination

• Coordinate with field engineers to ensure effective call handling and productivity.
• Monitor engineer attendance, leaves, and backup arrangements.
• Support manpower planning and resource allocation across locations.
• Escalate manpower shortages and operational risks to management.

Vendor Management

• Coordinate with OEMs, ISPs, and third-party vendors for issue resolution.
• Track vendor performance and escalation closure timelines.
• Ensure timely follow-up on pending parts, quotations, and replacements.

Reporting & MIS

• Prepare daily, weekly, and monthly operational reports.
• Track SLA performance, aging calls, engineer productivity, and service metrics.
• Present operational updates during review meetings.
• Maintain records of escalations, RCA reports, and service improvements.

Stakeholder Management

• Act as the primary point of contact between branches, users, vendors, and management.
• Communicate service updates and escalations professionally.
• Ensure customer satisfaction through timely follow-up and issue resolution.

Compliance & Process Adherence

• Ensure adherence to ITIL processes and organizational policies.
• Support internal audits and compliance requirements.
• Identify process gaps and recommend continuous improvement initiatives.