Senior Service Desk Team Lead

5 months ago


Manama, Bahrain Computer World W.L.L. Full time

_**Bahraini Nationals only**_

**Experience & Skills -**
- Graduate - Engineering in ICT or equivalent.
- Masters in Management preferred.
- 8-10 years in IT system integration and minimum 4 years as team leader, Service Desk Engineer, customer support, executing queries, tracing issues.
- Experience in Service Desk Management in Banking Industry shall be preferred.

**Brief JD -**
- Manages and leads the Service Desk Team effectively.
- Tracks and follows up priority calls
- Interfaces with IT management
- Monitors team performance to ensure high levels on the scoring card
- As per the requirement, ensures the resource availability for all 24 x 7 shifts
- Coordinates with Team members for arranging a replacement to cover unplanned leaves
- Maintains up-to-date contact details of all Service Desk staff
- Escalates administration issues to Service Desk Manager
- Being the Single Point of Contact for reported disruptions or degradation, ensuring that the operation is running smoothly & the business is not impacted.
- Being the Single Point of Contact for Bank requests.
- 1st Line of investigation and diagnosis.
- Provide a point of coordination throughout the incident/request life cycle.
- Infrastructure Monitoring (Servers / Network) - Alerts & Alarms
- Application Monitoring (AppDynamics)
- Documentation & Reporting every issue to maintain a healthy knowledge base.
- Escalation; when the problem is too complex to be resolved by L1/L2 and thus the same needs to be escalated to the Higher GIT Management.
- Handling requisite operational tasks.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: BD1,200.000 - BD1,300.000 per month



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