Team Lead - II

The MS Operations Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. Their primary objective is to ensure contracted Managed Services outcomes are delivered to the client. They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.

Key Roles & Responsibilities:

• Monitors the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
• Works independently, with general direction from the client, stakeholders, team lead or senior manager...

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