Job Detail

Job Description

Job Title/Designation: IT Team Lead

Work Location: Mumbai

Business areas: Perform operations, support and implementation activities for the designated sites. Primary role is that of a Level 2 support for a group of sites

GOAL

Provide Level 2 IT & SLP support for multiple sites and also on-going operations and support assistance to a cluster of sites across all formats. Manage and guide Field Engineers for all support related activities.

KEY RESPONSIBILITY AREAS

• Accountable for Level 2 IT operations/support activities for the assigned group of sites across business formats.
• Responsible for the resolution of all Level 2 IT & SLP operational/support issues/problems that are escalated from Level 1
• Responsible to assist with on-going IT operational activities at designated sites.
• Responsible for escalation to vendors on issues and coordinate with them for timely support and closure of issues/problems
• Responsible for communicating to Level 1 or business team about the progress or closure of issues/problems
• Responsible to review and analyze the IT operational & support issues/problems and propose solutions/operational improvements
• Responsible to operate & support within the IT framework by adhering to all SOPs and processes
• Responsible to work with Operation & Support Manager for any direction on Zonal/Regional execution support required for the business.
• Responsible to support the team on assignments related to rollout and training on a need-basis

WORKING RELATIONSHIPS / CHALLENGES

With Operations & Support Manager and their respective teams (L1) for facilitating/ coordinating Operation & Support activities.

• With the Business teams to provide Operational and Support services.
• With the Service Manager to provide operational and support services for business events and other requirements
• With Vendors on a need basis for technical assistance

EXPERIENCE REQUIREMENTS

Minimum of 6 years experience in the IT Industry

• At least 3 year experience in Lead role in IT operations and support
• Technical experience in applications and Infrastructure

Industry / Area/ Domain : Retail/ IT Services/Manufacturing

Skills & Knowledge :

• Excellent technical skills.
• Good analytical skills
• Knowledge of application configuration and troubleshooting
• Logical approach to problem solving and issue resolution.
• Excellent interpersonal and communication skills.
• Knowledge of retail /Restaurant industry will be an advantage.
• Troubleshoot desktop and laptop, POS issues and resolve.
• Knowledge of LAN & WAN
• Knowledge of Router and AP basic configuration and troubleshooting (L0).
• Knowledge on mail configuration
• Knowledge to install OS like Windows / Linux etc.
• Understanding of Retail Applications will be advantage
• Working knowledge of MS Products Excel, Word & Power Point

Written and Verbal Skills English , Hindi & Local Language

Skills Required

• Strong Communication skills
• WordPress