Head Of Technical
GEEKS TECHNOLOGY
Total years of experience :1 years, 7 Months
Responsibilities
•Providing leadership to the service delivery team.
•Perform active role in handling technical escalations and leading the team to resolution on it, by assuming ownership for all service requests handled by the team.
•Scope client requirement, design reliable solutions and lead implementation of projects like server setup, network infrastructure setup, email migration, strategic cloud migrations, cloud solutions, security enhancements, MDM solutions (Intune, Sure MDM), backup and disaster recovery solutions, surveillance, and communications systems.
•Identifying customer needs, clearly understanding their requirements, design creative solutions to meet the requirements and overseeing service delivery within the business context.
•Ability to prepare scope of work, BOQ's, audit reports and risk/impact reports for clients.
•Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
•Resolution of service tickets escalated from team members, provide guidance for, or personally resolve aging and complex issues.
•Managing team performance based on key performance indicators
•Participate in project planning, delivery of solutions; answer technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members.
•Provide Coverage / Backup for Critical business processes, Log into call queue to field incoming call requests during periods of high volume.
•Assist system engineers acquire new technical skillsets through trainings, to improve quality of service and maximizing resource availability for technical tasks.
•Manage Sales team capacity to ensure service responsiveness, engineer availability, and target cost levels.
•Collaborate with management team and other internal teams to optimize processes and handle client requests. Fostering a positive and collaborative environment among teams, including team outings
•Manage team capacity to ensure service responsiveness, engineer availability, and target cost levels.
•Maintain a good attitude in stressful situations and advocate for a high degree of professionalism when dealing with clients, vendors, and internal stakeholders BD CREATIVE
•Responsible for implementing and monitoring best practice approaches for ensuring IT security Key Achievements
•Implemented IT Policy for the Company. Working on 27001:2022 accreditations.
•Developed UAT and Test Environment for the Engineers
•Directed 21 Technical Engineers with delivery of sales and Procurement on multiple technologies.
•Qualified 9 products (Fortinet/ Microsoft/ Acronis/ Veeam/ VMware/ Connect wise/ Altaro/ Yealink/ Polycom) on Silver Parentship and pitching on for more partnership.
•Won new Azure Cloud and Intune projects.
•Verified 118 AMC Customers on the existing environment and defined critical customer with new architecture design - Ongoing
Top 10 Engineering College in India
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