Team Lead IT/Applications

Job Description

Team Lead IT/ApplicationsDate: 23-Jul-2022 Location: Sharjah, Sharjah Company: Information Systems Associates - Sharjah (ISA-SHJ)Job PurposeTo provide support services to end users through various channels as required Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business Installs configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and clients adopted policies and proceduresKey Result ResponsibilitiesDrives the technical support team to carry out customer support properly and promptly monitors servers and systems takes ownership of reported issues responds to enquiries provides information and feedback ensuring problems are being recorded and tracked throughout the entire process Maintains positive customer working relationships with stakeholders business users suppliers vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance Provides technical non technical support to clients conducts analysis diagnosis and troubleshoots systems network hardware software faults and bugs to resolve problems considering system capacity limitations etc applies metrics to monitor performance and measure key project criteria Identifies resolutions to technical problems carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary responds within agreed time limits to call outs Assists with the development and implementation of processes and service level agreements of incidents management and service request management Assists technical experts in planning evaluating testing and implementing new technology such as systems and platforms.Participates in different projects as required Contributes to the creation of support knowledge base by developing and communicating IT support manuals technical notes and articles to clients in line with SLAs Utilizes different communication channels to support or guide end users on the different enquiries and problems raised these channels include personal visits telephone calls emails web chat etcKey Result Responsibilities-ContinuedEnsures proper recording and closure of all claims generates timely reports of different nature to capture support services activities Installs configures monitors and maintains computer hardware operating systems applications and networks replaces parts and upgrades existing ones when and as needed in line with agreed SLAs Supports the roll out of new applications where applicable sets up new users accounts profiles and passwords.Supports the clients during CR implementation UAT and Training Assists in establishing and maintaining a complete and accurate record of all IT assets within ISA. Establishes and maintains security integrity and business continuity controls and documents Responds positively to operational needs by being on call available for critical systems 24x7 support Manages a team of Service Desk Engineers. Responsible for training and leading the team Performs any other additional duties as directed by the line managerQualifications (Academic, training, languages)Bachelor Degree in Computer Engineering Computer Science Information Technology ITIL Certified CCNP CCIE Fluent in English LanguageWork ExperienceExperienced in managing operations and technology platforms both internally and externally hosted Proven skills in analyzing data identifying pitfalls and recommending solutions Possesses effective persuasive negotiation problem solving and decision making skills Employs technical expertise and interpersonal skills to execute new initiatives and achieve companys objectives Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs

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