Team Lead

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Team Lead

ID : 1680

Education level : Diploma

Work experience level : Experienced- (4-7 year experience)

Work experience in total : Years

Job type : Online

Job time : Maandelijks

Last date of registration :

2023-01-01

IT Professional with over five plus years of hands-on experience in all different areas of information technology. Expert in a wide variety of project management and networking, IT end-user support, Team management, RDS management, Windows Servers, Cloud (Azure & AWS), O365 administrator, Backup solution, ServiceNow (Snow), and I’m a highly motivated and energetic individual also can prove to be a continuous value-adding asset to the organization cheers!

Information Technology Operations Team Lead - HCL Technologies Sri Lanka - (August 2022 - Present)

Facilitate day to day management responsibilities including team support, feedback, open discussions, planning and prioritization.
Set up and configure components of IT infrastructure.
Identify and implement best practices for quality and efficient IT Operations.
Collaborate with the software engineering teams to ensure resolving and delivering issues escalated by technicians and engineers within a timeframe.
Set clear team goals and KPIs
Delegate tasks and set project deadlines.
Oversee day-to-day teams’ operation and performance.
Monitor team performance and report on metrics.
Discover training needs and provide coaching.
Listen to team members feedback and resolve any issues or conflicts.
Plan and organize team building activities.
Take up the responsibility of the entire Project.
Carefully analyze the project and rectify the errors found in the process.
Take up the responsibility of the entire Project with the different call languages support.
responsibility for the on-call escalation.
Place hiring request and conducting interviews.
Supervise and review Service Desk activities.
FCR analysis - find out controllable resolution errors that could have been resolved at L1.
Identify top performers and nominate for Rewards and Recognition and appreciation.
Create, maintain and update account training plan.
Root cause analysis, tracking and reporting of escalation and SLA misses.
Attend change meetings and analyze potential impact to Service Desk operations.
Performance appraisal and normalization.
In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene.
Monitor ticket ageing reports and drive team members to work on ageing tickets.
Participate in calibration and collaboration meetings with support function leads.
Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring.

Subject Matter Expert - HCL Technologies Sri Lanka - (February 2022 - August 2022)

Responsible for the successful coordination of IT Operations on customer technology platforms.
Provides visionary leadership, Expert system advice and strategic direction, and Oversight to ensure effectual operations and goal attainment.
Provide user training to the end user and support team in the best practice of the system use and support scenarios.
Advanced fault finding & troubleshooting L2.
Educating local onsite engineers when required.
Technical documentation resource and reviewer of the knowledge base articles and cheat sheets.
Conducting training for the new tech engineers regarding the client process.

Senior Analyst - HCL Technologies Sri Lanka - (November 2021 - May 2022)

Act as a single point of contact for the end-users for the Network/Software/Hardware problem diagnosis via email, Chat, phone.
Responding to telephone calls, Email, and chat and self-service ticket.
Handling end to end ticket flow on ITSM tool Service now.
Raise ticket (incidents/Service requests) as per the end-user requirements.
Providing L1/L2 remote support and performing other activities based on SOPs.
Resolve incidents as per the agreed SLAs and timelines.
Escalate complex problems to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis and setup of computer-based software products.
Trouble shooting client software and basic network connectivity problems.
Working with windows ADDS/Citrix workspace and other applications.

IT Operational Assistant - Continental Insurance Lanka Limited - (May 2019 - September 2021)

Monitoring and maintaining systems and user maintenance of O365 user accounts.
Troubleshooting and resolving issues in office workstations including reinstallation, Updating, hardware upgrading, OS Patching.
Active Directory - Creating and Managing users, Computers, Groups OU maintenance.
Ensuring Maintenance of printer server and email server*Ensuring maintenance of system logs is up to date.
Coordinating with the system engineer for the server implementation.
RDS support for the end-user.

Junior System Administrator - JLH Colombo (PVT) LTD - (January 2016 - June 2017)

Maintenance of printer server and OS installation & configuration.
Complete ticket management with escalation and service-level reporting.
Blade server maintenance.
Managing file server and active directory*Remote support end-user computing.
Maintained day backup and recovery procedures.
Implemented and maintained firewall & SCCM and VPN user account creation.

Platforms
- Windows 7
- Windows 10 enterprise
- Windows servers 2008,2008R2,2012R2,2019
- CentOS
- Mac
Virtualization
- Hyper-V
- VMware
Firewall
- Watchguard
- Cisco (anyconnect)
Tools
- Servicenow (snow)
- Citrix and UniPrint
- Nexthink
- SCCM
- thycotic
- beyondtrust
- JD
  Edwards
- AS400
- BlueZone
- Cisco Finesse
- Cisco Intelligence Center
- Azure
- Active
- directory
- Putty
- Kronos
- Support tool
- SOM - Sales Order Management
- SAP
- Radius
- Kiwiplan
- Power BI
- Vista Reporting
Knowledge of Cloud computing platform
Knowledge of network security, network technologies, network protocols, and operating system both servers and end-user computing
Ability to explain technical issues clearly to non-technical colleagues.
Experienced in Field service tech.
Experienced in knowledge base creation.

Ability to work well in a global team environment.
Very organized and disciplined.
Quick process Lerner.
Willing to learn and flexible in any source of electrical matters.
Good at finding fast and effective solutions to various problems.
Team and roster management.
Incident management and escalation management.

Azure 900 Fundamentals - Microsoft certified
Oracle Cloud infrastructure Foundations Certified Associate
ITIL 4 Foundation
Service Desk, IT asset, Service Configuration and Change Control management
Gremlin Certified Chaos Engineering Practitioner
ISO.IEC 20000 IT Service Management Associate
Aviatrix Certified Engineer - Multi-Cloud Network Associate
Remote work and virtual collaboration Professional Certificate - RWVCPC
Introduction to S=Cybersecurity
CS402: Computer communications and networks
NDG Linux Essentials
Fortilnsight 5.2 Self-Paced

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