Gautam Buddha Nagar, Uttar Pradesh
Job Summary

SD Team Lead PRF at Noida against attrition of Mary Anne Ortiz-52349923

Key Responsibilities

Job Description Must be comfortable with the voice process, rotational US shifts (primarily evening and night), rotational weekly offs, and should be okay with working entirely from the office. Manage daily service desk operations across calls, chats, and tickets Monitor queues, AHT, SLA, backlog, and productivity; take real‑time actions Lead, coach, and mentor service desk analysts; manage performance and attendance Ensure ITIL process adherence (Incident, Request, Problem, Change) Maintain ticket quality, documentation standards, and knowledge base updates Strong experience in IT Service Desk / IT Support operations Hands‑on with ITSM tools (e.g., ServiceNow) Good understanding of ITIL framework Strong communication, people management, and escalation skills Willingness to work in a 24x7 shift environment Preferred: ITIL certification Prior experience as Team Lead / Shift Lead

Skill Requirements

Job Description Must be comfortable with the voice process, rotational US shifts (primarily evening and night), rotational weekly offs, and should be okay with working entirely from the office. Manage daily service desk operations across calls, chats, and tickets Monitor queues, AHT, SLA, backlog, and productivity; take real‑time actions Lead, coach, and mentor service desk analysts; manage performance and attendance Ensure ITIL process adherence (Incident, Request, Problem, Change) Maintain ticket quality,



documentation standards, and knowledge base updates Strong experience in IT Service Desk / IT Support operations Hands‑on with ITSM tools (e.g., ServiceNow) Good understanding of ITIL framework Strong communication, people management, and escalation skills Willingness to work in a 24x7 shift workplace Preferred: ITIL certification Prior experience as Team Lead / Shift Lead

Other Requirements

Job Description Must be comfortable with the voice process, rotational US shifts (primarily evening and night), rotational weekly offs, and should be okay with working entirely from the office. Manage daily service desk operations across calls, chats, and tickets Monitor queues, AHT, SLA, backlog, and productivity; take real‑time actions Lead, coach, and mentor service desk analysts; manage performance and attendance Ensure ITIL process adherence (Incident, Request, Problem, Change) Maintain ticket quality, documentation standards, and knowledge base updates Strong experience in IT Service Desk / IT Support operations Hands‑on with ITSM tools (e.g., ServiceNow) Good understanding of ITIL framework Strong communication, people management, and escalation skills Willingness to work in a 24x7 shift environment Preferred: ITIL certification Prior experience as Team Lead / Shift Lead

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