IT Technical Support Shift Lead (Mumbai)

Shift Lead The primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational. This is done through proactively identifying, investigating, and resolving more complex technical incidents and problems and restoring service to clients by managing these incidents are managed to resolution.Key Roles and Responsibilities: Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers. Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements. Proactively identify problems, events, incidents, and errors prior to or when they occur. Foster good relationships with all stakeholders including vendors, carriers, and colleagues. Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management. Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests. Report and escalate complex issues to 3rd party vendors. Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures. Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required. Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements. Update incidents, requests, problems, and/or events with progress and resolution details. Knowledge, Skills, and Attributes: The ability to communicate well and to capture all pertinent details when required will contribute to their success Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and transparent . Shift Lead The primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational. This is done through proactively identifying, investigating, and resolving more complex technical incidents and problems and restoring service to clients by managing these incidents are managed to resolution.Key Roles and Responsibilities: Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers. Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements. Proactively identify problems, events, incidents, and errors prior to or when they occur. Foster good relationships with all stakeholders including vendors, carriers, and colleagues. Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management. Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests. Report and escalate complex issues to 3rd party vendors. Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures. Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required. Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements. Update incidents, requests, problems, and/or events with progress and resolution details. Knowledge, Skills, and Attributes: The ability to communicate well and to capture all pertinent details when required will contribute to their success Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and transparent .