General information

Organisation

At Linedata we believe finance matters to our society as much as energy to life and fueling financial transformation is vital for development and leadership.

___________________________________________ WE HUMANIZE TECHNOLOGY ___________________________________________

20 years experience, 20 offices, covering 50 countries, more than 700 clients, we are close to 1300 employees providing global humanized technology solutions aimed at the investment management and credit community. Linedata supports companies to grow and strengthens the development of its clients.
  

Position description

Category

Technology Management & Cloud Services - Cloud Services & Support

Job title

Cloud Services & Support

Contract type

Permanent

Job description

Candidate will be responsible for managing 3-5 team members delivering L1, L2 and L3 remote support to the clients. He will need to ensure that customer expectations are met and defined performance metrics /benchmarks adhering to ITIL-based standard operating procedures.
As a Team Lead, candidate must set an example for team by exhibiting a high level of professionalism and exercising sound judgment to provide timely resolution of problems.
Candidate must demonstrate as a Subject Matter Expert on IT service deliveries and provide technical inputs on resolution
Candidate would be a part of 24*7 rotation support and would be responsible to provide oversight on planned maintenance activities.
Candidate would need to provide on-call rotational coverage, during non-business hours.


Responsibilities
• Manage the success of technical team in delivering quality end-user technology support and adhering to service level agreement goals
• Work as a technical point of escalation for the clients of Gravitas and provide resolution within established SLA targets.
• Work promptly to have resolve all incoming infrastructure issues by phone, email or chat
• Document issue status and provide updates to management and end-users in near real-time
• Co-ordinate with onshore support/cross functional teams to deliver IT services for customers
• Follow up on outstanding issues, setting up Resolution state and ensure timely solution along with Customer satisfaction.
• Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's
• Work with management to develop process and procedures that are aligned to industry best practices
• Create executive dashboards for reporting on KPI's based on established SLA targets
• Represent the Support Services team at executive-level and client-facing meetings when required
• Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
• Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines.
• Provide white glove client services for end user management.
• Provide periodic trainings to team members and ensure runbooks/documentation is up to date

Requirements

THE ROLE
Candidate will be responsible for managing 3-5 team members delivering L1, L2 and L3 remote support to the clients. He will need to ensure that customer expectations are met and defined performance metrics /benchmarks adhering to ITIL-based standard operating procedures.
As a Team Lead, candidate must set an example for team by exhibiting a high level of professionalism and exercising sound judgment to provide timely resolution of problems.
Candidate must demonstrate as a Subject Matter Expert on IT service deliveries and provide technical inputs on resolution
Candidate would be a part of 24*7 rotation support and would be responsible to provide oversight on planned maintenance activities.
Candidate would need to provide on-call rotational coverage, during non-business hours.


Responsibilities
• Manage the success of technical team in delivering quality end-user technology support and adhering to service level agreement goals
• Work as a technical point of escalation for the clients of Gravitas and provide resolution within established SLA targets.
• Work promptly to have resolve all incoming infrastructure issues by phone, email or chat
• Document issue status and provide updates to management and end-users in near real-time
• Co-ordinate with onshore support/cross functional teams to deliver IT services for customers
• Follow up on outstanding issues, setting up Resolution state and ensure timely solution along with Customer satisfaction.
• Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's
• Work with management to develop process and procedures that are aligned to industry best practices
• Create executive dashboards for reporting on KPI's based on established SLA targets
• Represent the Support Services team at executive-level and client-facing meetings when required
• Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
• Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines.
• Provide white glove client services for end user management.
• Provide periodic trainings to team members and ensure runbooks/documentation is up to date
Skills Required
• Strong working knowledge of infrastructure system services (e.g., Active Directory, DHCP, DNS, DFS/NFS, NTP, SSH)
• Process- and metrics-driven approach to ensure consistent delivery of the highest possible level of service.
• Management skills in evaluating, developing, and coaching L1 and L2 client-facing technologists
• Designing, Implementation and configuration for Microsoft Exchange Server (2010, 2013 ,2016 and O365) with Active Directory 2012 R2 and 2016 setup – Hybrid or on premises environment
• Designing, Implementation and configuration for IT Infrastructure setup for Small business offices
• Designing, Implementation and configuration for Active Directory (AD) on windows server 2016 and 201

Position localisation

Job location

Asia

Location

Candidate criteria

Education required

Bachelor

Experience required

5 + years

Languages

English (Fluent/Proficient)

Area of study

Information Technology