About
The Senior Team Lead, IT Data Centre Operations is a developing management role, responsible for collaborating to set standards and ensuring the delivery of services to clients for a 24 x 7 x 365 Enterprise Service Desk that provides remote level I and level II technical support to users worldwide. This role is responsible for assisting with the design of and delivering industry-leading technologies and services to clients. This developing people management role is responsible for the day-to-day operations of their team(s) and provides guidance and mentorship while fostering a collaborative and high-performing work environment.
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Location
Riyadh, Saudi Arabia
Key Responsibilities
- Supervises and provides technical guidance for 24/7 technical staff and develops training plans for NOC team and facilitates cross-training and peer mentoring.
- Participates in and ensures approval of the development of policies, standards, and procedures for the NOC.
- Oversees and monitors the performance of assigned computing systems through subordinates. Ensures systems are managed to client SLA requirements.
- Manages and communicates incidents impacting SLAs and responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
- Maintains, develops, and improves reporting capabilities in the NOC. Makes regular reports to management on compliance with SLA objectives.
- Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
- Contributes to the production of scheduled management reports and attends and presents reports at service review meetings.
To Thrive in This Role, You Need to Have
- Seasoned knowledge of voice and data networking principles as well as an excellent knowledge of the specific technologies used by clients, such as Juniper and Cisco switches and routers.
- Good organizational and team leadership skills.
- Highly focused on business outcomes.
- Excellent written and verbal communication skills coupled with excellent interpersonal and customer service skills.
- Ability to work well under pressure and deal with changing circumstances.
- Process-driven individual capable of managing and scaling a team responsible for consistent, high-quality service delivery to an enterprise client base.
Academic Qualifications and Certifications
- Bachelor’s degree or equivalent in Information Technology, Technology Engineering, or related field.
- Relevant certifications such as ITIL, HDI preferred.
- Additional certifications such as MCSE, RHCE, CCNA, CCDA preferred.
Required Experience
- Solid experience gained within a data center environment.
- Solid experience in structured cabling which includes troubleshooting fiber and copper cabling.
- Solid experience in the installation of servers, switches, PDU’s, and patch panels.
- Relevant demonstrated experience working in Network Operations or Help Desk environment.
- Developing demonstrated supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to revenue-generating external customers.
Workplace Type
On-site Working
