it team leader
GBM
Total years of experience :22 years, 2 Months
managed operation services
GBM IT-specialist & team leader manage operation for ITA Oman
Team Leader Responsibility
• Approving, managing day to day MOPS team tasks.
• Delivery quality and provide superior satisfaction to customers' demand
• Performs duties as workload necessitates
• Maintains a positive and respectful attitude
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Monitoring helpdesk for any calls assigned to MOPS queue and whom from MOPS team members is working on it.
• Monitoring that the Tivoli Service Desk calls Management Process and procedure is is followed.
• Monitoring all incidents are assigned to relevant MOPS team members and correct classification is given to each incident
• Ensure Application related incident tickets are reassigned to NCS Application Team Members or client in-house developers members
• Meets department productivity standards and set goals
• Meet of SLA’s as per escalation matrix defined for each infrastructure
• Take ownership to ensure resolution of all the incidents as per SLA’s
• Maintain mops documentation
• Prepare monthly SLA repots
• Maintaining the escalation process and procedures
• Performs work with consistency, accuracy, responsiveness
• Takes ownership of assigned duties, projects and goals
• Continually maintains a detailed level of knowledge of best practices in mops, training, and reporting environments among peer and other.
• Communicates effectively and regularly with management and co-workers about mops issues
• Preparation and follow up of Change requests - strict adherence to change control is to be followed for any changes to Production environment
• Ensure any personal leaves are planned by the MOPS individual engineer well in advance, the shift roster is adjusted and communication is done to ITA and NCS.
• Ensure shift gaps are filled if any engineer
• Create and maintaining monthly shift roster Plan for MOPS