Team Lead

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 :
Profile description

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!

Work experience In details :
Job position
Job description

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.
Hard skills
  • 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
    • 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.
Soft skills
  • 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
Special notes

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