Team Leader @ Acma computers

Job Description

Team Leader

JOB DESCIRIPTION About Acma: Acma computers Ltd. is a leading IT service Provider in India, developing and implementing Solutions & Services for customers of diverse sectors & sizes. We have been in the forefront of the IT revolution using our rich experience of 28 years. We provide, end-to-end services ranging from consulting businesses to designing, implementing, operating, and maintaining their systems. We assist customers with their digital transformation needs and work with them in creating new value by delivering unique services. Responsibilities: - Location TL shall work under PM and will liaise with PM for productive engagement and reducing the gaps in information and understanding PM shall instruct the further responsibilities to the TL Service desk escalates the incident as per agreed escalation matrix. TL/FM first reviews the issue and generates Task with proper comment with diagnostics earlier done on the ticket All the major communication to LTDIC shall be routed to & from PM or marking CC to PM and Team Lead/FM Engineer & PM would determine the Severity level of call and would assign task to competent service engineer (Analyst) Provide acceptable technical solutions as and when required to ensure the continuity of services in true sense serving the end user with user satisfaction with the LTDIC policies and guidelines The day-to-day monitor and control activities and the responsibilities given by the PM shall be at the location TL is equally responsible for fulfilment of the tasks under the responsibilities of PM TL shall further consult on the gaps in understanding with LTDIC reps at the location with communication to Powai and PM Skills Required: - Manpower shall have good technical skills, problem resolutions skills, coordination skills. Shall work independently and take ownership of entire client services engagement. Prompt escalation of incidents to 2nd line support from ACL and LTDIC Internal Team, if problems are not resolved, and shall bring the solution to a logical conclusion within the specified SLA limits. Responsible for maintaining and updating third-party vendor database for logging calls and escalations Call escalation to third-party vendors in case of any under warranty hardware and software related problems. All calls logged with third-party vendor and ACL for CAMC hardware shall have to be monitored and tracked for proper closure within the specified SLA limits. Single point of contact to the users for logging any IT related issues and requests in the forms of tickets at all the locations individually and a central nodal point at Powai for certain specific service An in-depth understanding of the LTDIC ticketing software, spread of branches and engineers, incident management and outage management, escalation & notification matrix.

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Keyskills:   technical skills coordination skills technical solutions problem resolutions skills ltdic policies