Key Accountabilities/ Responsibilities

· Ensure that specific and measurable targets are developed for all IT services

· Monitor and improve customer satisfaction with the quality of service delivered

· Monitor service performance against SLAs

· Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

· Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

· Determine, document and agree requirements for recent services and produce SLR http://www.itframeworks.org/wiki/SLR

· Review and revise underpinning agreements and service scope, Produce service reports

· Should be versatile to work in rotational shifts

· People management includes roster management, performance management, attendance management

· Ensure team performance target should possess the client satisfaction and as per KPI and SLAs

· Manage the incidents, problems,



escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purpose.

Key Interactions

Nature

1. To follow up, monitor and reduce the ticket count to improve the performance
2. For any incident/problem/escalation/event purpose
3. Arrange training/KT session to upskill the team members as per requirement
4. To monitor and follow-up for out of scope/3rd party dependency tickets
5. To document the incident/problem/escalation for out of scope/3rd party level issues

Pay: Up to ₹45,000.00 per month

Benefits

- Health insurance
- Paid time off

Application Question(s):
- Total work experience you carry for?
- Can you join immediate to 15 days?

Location:
- Noida, Uttar Pradesh (Required)

Work Location: In person

📌 IT Team Lead (Noida)
🏢 Insiza Technologies
📍 Noida