What are the responsibilities and job description for the Team Lead, IT Application Production Support position at Strivector?
Title: Team Lead, IT Application Production Support
Location: New York, NY
Position Type: 9 months Contract to hire
Job Description:
Job Description:
- Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs.
- Experience with monitoring servers, using tools like Dynatrace, SCOM.
- Experience with Performance & Capacity Uplift
- Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.
- Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
- Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
- Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
- Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
- Budgeting and Resource Allocation: Manage APS team''s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.
- Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team''s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.
What is required for you to succeed?
Must Have
- Bachelor of Technology in IT or equivalent.
- Strong experience on IT Service management tools – ServiceNow /Remedy & Confluence/JIRA
- Strong knowledge of ITIL Processes
- 7 Years of Experience in Technical Application Support Role
- Efficient on ITSM, Understanding of Organization Procedures
- Working with Remediation
- Problem-solving & Critical thinking