Job Seekers, Please send resumes to resumes@hireitpeople.com

Detailed Job Description:

• Manage and adjust shift and work allocation (Service Desk Contacts/ Tickets) by keeping a close eye on KPIs including Incident Metrics, Service Delivery Channels.
• Manage, maintain, and exceed SLAs and SLOs as per contractual thresholds.
• Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved.
• Execute and monitor established controls to ensure adherence to regulatory requirements. 
• Provide regular coaching and proactive feedback to Service Desk Analysts including but not limited to, regular meetings, just in time mentoring, regular knowledge transfers
• Collaborate with Service Desk Lead to monitor and report on service level metrics and response times on a dashboard, proactively remediate service level issues.
• Identify trends and opportunities for improvement and drive Continuous Service Improvement meetings.
• Articulate and able to analyze daily/weekly trends and focus on delivering SLA/SLO and 
• Manage and distribute workload and provide strategic process improvement to maintain with the ever-changing business priorities.
• Manage resource allocations & capacity to achieve workload efficiency and personal/professional development.
• Ability to be on-call 24/7 for technical and non-technical escalation.
• Will play a role in the ongoing IT strategic planning process.
• Responsible for updating runbooks, workflows and documentation relating to all the technologies in scope.
• Continuously update onboarding/offboarding forms, document, process and procedure
• Investigate all recurring and lengthy support issues and make recommendations for improvement.
• Ensure all policies and procedures are documented and kept up to date, which comply with the various banking policies, compliance requirements and audit standards.

Certifications:

• MCSA or any cloud certification preferred.
• ITIL V4 Foundation.

Education & Experience: Engineering Graduate with minimum 7 years of progressive management experience managing Service Desks or End User Support organizations.