Job Description:
Operational Management:
? The application service desk lead will include hands on technical support work related
to the Incident, Problem management process in IT environments.
? This position will perform tier-2 escalation support and act as the point of contact in the
incident management for all application incidents query /escalations.
? The application service desk lead will manage all related operational expectations for
application incident management.
? Ensure continual process improvement within the Incident management process
routine administration tasks.
? Identify areas for process and efficiency improvement within the application service
desk; recommend prioritized enhancements and oversee implementation.
? Ensure that reports are accurate and delivered on time.
? Take responsibility for the day to day operation of the team, providing overall guidance
and supervision. Maintain and monitor required staffing levels and schedule to ensure
that the team can meet the demand and respond in a timely manner to application,
network and server anomalies and outages.
? Conduct team reviews and be responsible for personal and development of team
members
? Daily, weekly, monthly and quarterly MIS and review conduction for Command Centre
performance.
Acquisition and Development:
? Handle escalations and manage application service desk support from different levels.
? Ensure adherence of operational metrics.
? Hire, develop, and retain highly responsive and customer focused L1 engineers to
ensure the effective operation of the department
? Manage tools, systems and procedures to ensure dynamic management of issues and
alert and event management.
? Ensures all members of assigned technical teams are effective and fully utilized in order
to provide high resource utilization.
? Evaluates technical skills of the team and ensures there is an appropriate level of
expertise.
? Provide procedural training to staff.
? Perform performance objectives and performance reviews with all team members.
