Our company is seeking a highly skilled Senior Infrastructure Monitoring Expert to join our team. This key role involves working closely with clients and other IT professionals to ensure the smooth operation of their IT systems.
* Demonstrate exceptional determination in resolving complex technical issues and closing service tickets effectively.
* Show confidence in handling major incidents, providing leadership and input into resolution, and ensuring timely delivery.
* Work in a customer-focused, deadline-oriented environment with strict service level agreements.
* Supervise Service Desk activities and engineers, overseeing daily operations and performance.
* Monitor and review team/individual performance regularly, identifying areas for improvement and implementing changes as needed.
* Produce weekly reports on Service Desk performance levels, including service levels, calls outstanding, trend analysis, and exception reporting.
* Communicate effectively with IT division members, including IT Management, to ensure seamless collaboration and coordination.
* Identify gaps in processes and services, developing recommendations for improvement and implementation.
* Develop efficient user guides and documentation, focusing on building knowledge management and reducing support queries.
* Assist with weekly/monthly Reporting, providing data-driven insights to inform business decisions.
* Manage team planning, including annual leave, rota, weekend coverage for remote support, and special events/support needs.
* Perform hands-on technical duties related to infrastructure support in a virtualized environment, including Windows Servers, VMware, AD, MS Exchange, and MS SQL.
* Lead daily team huddles, fostering collaboration and communication among team members.
* Hold bi-monthly 1-2-1 meetings with team members, discussing progress, goals, and areas for development.
* Maintain team cohesion, promoting a positive and inclusive team culture.
* Regularly check ticket quality (ITIL conformity, content, follow-up), ensuring high standards are met.
* Provide education/training to team members, upskilling and reskilling to meet evolving business needs.
* Create, update, and manage processes and documentation lifecycle, ensuring accuracy and relevance.
* Elevate issues as needed, escalating to senior management or external stakeholders when necessary.
Requirements:
* Demonstrated people management/team lead experience and excellent communication skills, both verbal and written.
* Minimum 3 years' experience supporting a Windows/VMware environment.
* Experience with change management in a corporate setting.
* Experience dealing with senior technical and management stakeholders in a corporate environment.
* Strong problem-solving and analytical skills based on minimum 3 years' experience in a technical support role.
* Good experience working with Windows Servers, VMware, Active Directory, MS Exchange, ITIL knowledge, and technical certifications.
Candidates must be eligible to work full-time and long-term in the specified location or currently hold a valid appropriate long-term work Visa to apply.