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Keywords / Skills : "Deputy Team Lead", "Technical Support", SLA, "Leave Management", "Roaster"Service Level Agreement, Operations, Itil, Kpi, Escalation

3 - 8 years
Posted: 2019-03-01

IT/ Computers - Software
Team Leader/ Technical Leader
Any graduate
Posted On
1st Mar 2019
Job Description
The Role

This role demands good communication skills, people management skills, client interactions and negotiation skills, where the person should be proactive and must have complete process knowledge and ability to drive actions within stipulated time.

The candidate should lead by setting a right example within the team and create positive work environment. Should work together effectively and professionally for the greater good of all.

The candidate should be willing to work in 24*7 environment, with different shift patterns as per the business needs.

Key Responsibilities
  • Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort 
  • Lead by setting a good example (role model) - behaviour consistent with words 
  • Driving customer satisfaction within the team 
  • Adopt and promote change for betterment 
  • Assure that the team members have the necessary education and training to effectively participate on the team 
  • Recognize and celebrate team and team member accomplishments and exceptional performance 
  • Responsible to work on ROTA and leave management and along with Team Champions and highlight conflicts/concerns to the Leads. 
  • Responsible for publishing daily/weekly/monthly performance reports and share with team and Management. 
  • Responsible to perform and monitor quality audits and share their stats and work on the pain area with the respective team members along with Champions. 
  • Should engage members in team bonding activities during team meeting and other occasions 
  • Prepare and monitor new starters training schedule, assign trainer, work on their training assessment and share regular updates with Leads/Managers. 
  • • Identify and conduct classroom training for new/existing for complex process to ensure there are no gaps in terms of process understanding. 
  • Identifying the analysts who require refresher trainings for detailed understanding of the process and measure their performance for few months. 
  • Ability to analyse results, plan for the future, make good decisions, and take responsibility. 
  • Should check the possibility of making the change in the process raised by the client and log a change request. 
  • Attend weekly/daily calls with Leads and understand client requirements and cascade the information with team. 
  • Responsible to raise resource conflicts issues to Leads/Managers to ensure there are no impacts in the team. 
  • Raise any potential issues to Leads/Managers when SLA’s are at risk and/or if any IT Infrastructure failures within Operations like BCP. 
  • Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance 
  • Identify and inform changes required in Task management tool to avoid any potential impact in the customer deliverables. 
  • Work on finding the root cause of the issue along with Leads/Managers in case of any customer escalations. 
  • Should be able to drive team meetings along with Leads and work on the actions. 
  • Conduct training along with Leads for team members on uplifting their communication and customer handling skills. 
  • Perform regular performance reviews and 121’s with the team members and ensure that performance monitoring tool is used to record those meetings. 

Experience & Qualification
  • Graduate/Post Graduation – Any stream 
  • ITIL certification preferred but not a must, however a good understanding of ITIL framework and processes is required 
  • Basic MS SQL knowledge 
  • Well versed with MS office with advance functionalities 
  • Remote tools knowledge 
  • Knowledge on retail applications is preferred 
  • Minimum 1 year of experience in customer management, people management, leadership role preferably with International customers 
  • Experience in managing on-boarding of new customers/work and operate effectively ensuring processes are repeatable, measurable and delivered with quality. 

Skills & Aptitude
  • People Management 
  • Customer Management 
  • Planning & Organizing 
  • Customer Orientation 
  • Decision Making 
  • Negotiation & Interpersonal skills 
  • Communication skills 
  • Proactive 

About Company

PMC are the market leading provider of IT solutions and services to the retail sector. With the scale and flexibility to deliver on projects of any size, our services cover everything from POS and web testing, retail support, consulting and project management, through to implementation services and offshore solutions.

With experience of working with over 70 of the UK’s largest and most exciting retailers, our track record and reputation is built on the strength of our people, our knowledge of retail and our ability to deliver.

Find out more at
About Recruiter
Akanksha Joshi
Recruitment and HR Coordinator
Paul Mason Consulting India Private Limited
Skills I hire for .Net, Java, JavaScript Framework, Android, iOS, Technical Support, Business Analyst, Testing
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