Team Leader II, Infra Stblty
- Invesco Asset
- 5 - 8 Years
- Hyderabad
- 4 years ago
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Job Description
JOB PURPOSE (JOB SUMMARY):
Central Support Services (CSS) is a centralized team of highly enthusiast, dynamic and talented individuals serving all of technology as first line of defense. CSS delivers value leveraging ITIL framework's systematic approach to IT service management to help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.As CSS leader you will be responsible in managing CSS team's high-quality timely resolution of support requests, incidents, and changes across tech functions. You are expected to mentor, coach and train the teams people resources and groom as a talent pipeline for Invesco. You will be responsible for planning, and scheduling to ensure staff productivity and efficiency of work. Act in a supervisory role to provide leadership and direction to CSS Team members.
In your role as a strategic leader, you will be required to have a vision for future technology needs along with identifying opportunities for improvements in current process / people / technology and make recommendations. You will work with stability function and leadership to present your recommendations and implement them. You are required to be a detailed oriented leader who has foresight, think strategically, and take CSS team to next level.
KEY RESPONSIBILITIES / DUTIES:
- Think of transitions, transformations, and automation of redundant tasks
- Develop team's capabilities in terms of technologies, career progression and delivery management
- Prioritizing work, taking into consideration skills required and estimated time to complete tasks.
- Provide hands on support to team when and where required
- Line management of CSS Team members
- Ensure that the ongoing operational needs of the team are matched by appropriate staff development.
- Focal/escalation point for issues
- Ensure own performance positively impacts performance of the CSS Team
- Assist the CSS Manager as and when required, provide backup support for the CSS Manager when they are unavailable
- Attend/chair the daily huddle for the CSS Team
- Onboarding of new members of CSS Team
- Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines
- Act as liaison between team and Management
- Act as a point of contact for clarification surrounding CSS process/procedures within the ITSM framework and assist in their continual review, where necessary make recommendations/amendments that further enhance and improve our service offering
- Ensure that all documentation and procedures attributed to CSS are current and relevant
- Continuously monitor all outstanding incidents / requests and action appropriately to ensure that agreed standards are consistently achieved
- Keep abreast of current developments and trends in Technology through networking, continuing education, and industry/technology publications
- Develop, implement, and ensure processes, procedures and standards are followed
- Establish parameters for and monitor work quality and performance metrics to review the team's performance to improve client service
- Conduct root-cause analysis to identify issues and prevent future incidents
- Create analysis on trends and identify opportunities and make recommendations
WORK EXPERIENCE / KNOWLEDGE:
- 5+ years of leadership experience in global tech service delivery environment is must, ideally in a remote support role.
- 3+ years of strategic experience in creating value for organization
- Overall 12+ years of experience in technology domain
- Strong demonstration of leadership capabilities
- Financial Services Experience a key advantage, highly pressurized environment an essential
SKILLS / OTHER PERSONAL ATTRIBUTES REQUIRED:
- Leadership, coaching and mentoring skills
- Infectious enthusiasm for service delivery
- Excellent People skills with the ability to act with influence
- Be able to work with minimal supervision while adhering to Invesco technical and operational procedures and policies
- Must have ability to diagnose and solve problems while maintaining professionalism and courtesy
- High-energy, confident professional with an ability to remain calm and take control in a crisis
- Open minded, flexible, and willing to listen for other people's opinions
- Outstanding communication skills both verbal and written
- Ability to multi-task and prioritize
- Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical and leadership levels
- Effective time management skills and is required to work in 24 x 7 shift pattern
- Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.
- Adapts to changing demands and conditions and willing to keep up to date and build upon skill and knowledge base.
FORMAL EDUCATION: (MINIMUM REQUIREMENT TO PERFORM JOB DUTIES):
- A Bachelor's Degree in technology
- Master's degree is preferred but not mandatory
Employement Category:
Employement Type: Full timeIndustry: Banking
Functional Area: IT
Role Category: Customer Service Executive (Voice)
Role/Responsibilies: Team Leader II, Infra Stblty
Contact Details:
Company: Invesco AssetLocation(s): Hyderabad
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