Service Team Lead

RESPONSIBILITIES

• Team Leadership and Development: Lead, mentor, and develop Service Engineers to strengthen capability, accountability, and career growth.
• Work from Anywhere Enablement: Build a disciplined, collaborative, and high-performing remote work culture across a distributed team.
• Shift Management: Ensure seamless 24/7 service coverage through effective workforce planning, scheduling, and handover quality.
• Service Operations Management: Oversee daily service operations to maintain responsiveness, service reliability, and execution discipline.
• Major Incident and Escalation Management: Serve as the primary escalation point for critical incidents and coordinate timely service recovery.
• Service Level Management and Reporting: Manage SLAs, monitor service performance, and prepare regular operational reports, including incident summaries and RCA.
• Monitoring and Optimization: Analyze ticket trends, identify recurring issues, and drive continual improvement in service quality and efficiency.
• Incident Assessment and Management: Assess incident severity and business impact to ensure appropriate prioritization and response.
• AI-era Service Management: Identify and promote practical use of automation and AI to improve service productivity, knowledge access, and user experience.

REQUIREMENTS

• Bachelor's degree in Information Technology, Electrical Engineering, Information Systems, or related fields.
• Minimum 4 years of experience in NOC, IT operations, or managed service environment.
• Minimum 1 years of supervisory experience in NOC, IT operations, or managed services environment.
• Strong experience in incident management, service operations, and stakeholder communication.
• Experience working in a structured support environment with SLAs, escalation management, reporting, and continual improvement practices.

PREFERRED SKILLS

• ITIL 4 Foundation, ISO/IEC 20000 familiarity, or other relevant service management certification preferred.
• Strong understanding of IT infrastructure, including operating systems (Windows/Linux), network protocols (TCP/IP, DNS, VPN), routing, telecommunications, security, and IoT.
• Demonstrated ability to handle critical incidents and implement root cause analysis effectively.
• Exceptional communication skills to convey technical information to technical and non-technical audiences.
• Skilled in creating concise and comprehensive technical documentation.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• This is a Work from Anywhere role, but candidates must demonstrate strong remote work discipline, responsiveness, and collaboration habits.