Support Lead

Job Summary

IT Production Support Team Lead:

Work-proficient English level. Technical Service Desk or Level 1 Production Support, 24X7 shift model, good to have experience in supporting banking, payment & finance applications

Key Responsibilities

• Overseeing team member’s responsibility for incidents, service requests & proactive tasks and ensure each of them are properly managed within agreed OLAs • Shift accountability and ensure the high impact approvals are provided with proper risk assessment • Delivery of Start of Day, End of Day health proactive checks and communicate to management and stakeholders • Regular review of passed or partial incidents and make actionable improvement plans • Collaborate with other leads to review patterns on repeated incidents, gaps in internal process and SOP and efficiency opportunities • Oversee daily shift huddle and resolve / address potential detriments and set team members accountability for various actions

Skill Requirements

AS/400, MAINFRAME, SQL and Parsing Log

Other Requirements

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