- Team Leadership Shift Governance

- Lead, mentor, and guide L1 monitoring specialists.

- Oversee shift operations across 24 7 support.

- Conduct daily briefings and enforce structured handovers.

- Review shift logs and ensure timely escalations.

- Monitoring Alert Management

- Ensure effective monitoring using enterprise tools.

- Validate alert severity (false positive vs genuine issue).

- Review recurring alerts and define improvement actions.

- Incident Triage Major Incident Handling

- Act as point of contact during P1/P2 incidents.

- Direct L1 team on triage steps and communication cadence.

- Ensure timely ITSM ticketing with accurate diagnostics.

- Technical Oversight First-Level Troubleshooting

- Guide team through OS, DB, VM, and basic network checks.

- Validate proper use of SOPs and runbooks.

- Identify knowledge gaps and implement training.

- Escalation, Coordination Communication

- Ensure timely escalation to L2/L3 and on-call teams.

- Provide structured updates during major incidents.

- Collaborate with global onshore/offshore teams.

- Documentation SOP Governance

- Maintain accuracy of SOPs, runbooks, and handover templates.

- Conduct quality audits of tickets and shift documentation.

- Continuous Improvement Automation

- Drive Problem Management inputs.

- Suggest automation enhancements.

- Improve monitoring coverage and process efficiency.





`},{title:"Required Technical Skills",content:`

- Strong understanding of Windows Linux fundamentals.

- Basic to intermediate database troubleshooting skills.

- Strong familiarity with enterprise monitoring tools.

- Good understanding of networking basics.

- Proficiency with ITIL Incident Management lifecycle.

- Experience with ITSM tools such as Remedy or ServiceNow.

`},{title:"Leadership Behavioral Competencies",content:`

- Robust decision-making skills.

- Excellent communication and structured escalation handling.

- Ability to mentor junior team members.

- High accountability for operational stability.

- Ability to work with global teams across time zones.

`},{title:"Qualifications Experience",content:`

- 4-7 years of experience in IT Monitoring or Infrastructure operations.

- 1-2 years experience in a senior or shift lead capacity preferred.

- Bachelor s degree in IT, Computer Science, or equivalent.

- Preferred certifications: ITIL Foundation, Microsoft Administrator, RHCSA/LFCS, DB Fundamentals.

`}],

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Lead - IT Monitoring & First Level Operations (Chennai)
🏢 Changepond
📍 Chennai