Team Lead – IT Infrastructure

Position Overview:
We are seeking a highly skilled and motivated professional to join our company as a Team Lead for our Operation Support Centre. As the Team Lead, you will be entrusted with the responsibility of overseeing and leading a dedicated team of systems administrators, like Windows Server, Active Directory, Group Policy, Virtualization, O365, Networking, Firewall and Microsoft Azure. This role requires exceptional leadership skills, technical expertise in systems administration as well as excellent communication abilities.

Key Responsibilities: 
• Lead a team of cross skilled System Administrators (i.e. windows server, AD, Group Policy, Virtualization, Azure, Intune, Mac, O365, basic networking, Firewall), working on 24*5 environment. For now, it would be general shift only.
• Oversee the daily business operations, ensuring seamless delivery withing defined SLAs and operational processes. 
• Work with HR team to identify and onboard resources. Facilitate knowledge transfer to the new team members. Track and document the progress.
• Evaluate performance of the team members based on predefined KPIs, identify problem areas, and lead the mitigation plans. Setup individual goals and carry out period review.
• Participate and present the service status in regular review calls, work with the team and management for continuous improvement.
• Work as the point of contact for escalations, lead troubleshooting calls when required while ensuring quality of resolution. 
• Build a positive and collaborative team culture, promoting knowledge sharing, professional growth, and innovation. Encourage cross-skilling and effective communication within the team and with other stakeholders. 
• Lead the team in effectively handling incidents and problems, ensuring timely resolution, root cause analysis, and preventive measures. Implement pre-defined incident, change and problem management processes to minimize downtime and disruptions. 
• Maintain strong relationships with stakeholders, including internal teams and external clients, providing regular updates on system operations, service levels, and escalations. Serve as the primary point of contact for operational inquiries and ensure customer satisfaction. 
• Skilled to handle high level of escalation from the client.

Required Skills: 
• Education and Work experience: You should have a bachelor’s degree, preferably in IT with a minimum of 5 years of relevant experience. 
• Expert level understanding of ITIL processes. Certified candidates shall be preferred. 
• Strong Leadership: Proven experience in leading and managing technical teams, with the ability to inspire, motivate, and develop team members. 
• Technical Expertise: In-depth knowledge and hands-on experience in either of systems administration, with proficiency in troubleshooting, performance optimization, and security best practices. Shall be willing and capable of learning new technologies. 
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders. Strong interpersonal skills to foster effective collaboration and build positive relationships. 
• Problem-solving Abilities: Strong analytical and problem-solving skills, with the ability to think critically, make sound decisions, and resolve issues in a fast-paced environment.
• Continuous Learning: A passion for staying updated with the latest industry trends, emerging technologies, and best practices in systems administration. 
• Ready work in 24*5 shifts in later stage.

If you are a highly skilled and motivated professional with a strong technical background in at least one of the technologies mentioned, coupled with exceptional leadership and excellent communication skills, we invite you to join our team as a Team Lead for our Operation Support Centre.