Team Leader
- Acma Computers
- 4 to 9 Yrs
- Other Tamil Nadu+1 Coimbatore
- 2 years ago
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Job Description
JOB DESCIRIPTION
About Acma:
Acma computers Ltd. is a leading IT service Provider in India, developing and implementing Solutions & Services for customers of diverse sectors & sizes. We have been in the forefront of the IT revolution using our rich experience of 28 years. We provide, end-to-end services ranging from consulting businesses to designing, implementing, operating, and maintaining their systems. We assist customers with their digital transformation needs and work with them in creating new value by delivering unique services.
Responsibilities: -
Location TL shall work under PM and will liaise with PM for productive engagement and reducing the gaps in information and understanding
PM shall instruct the further responsibilities to the TL
Service desk escalates the incident as per agreed escalation matrix. TL/FM first reviews the issue and generates Task with proper comment with diagnostics earlier done on the ticket
All the major communication to LTDIC shall be routed to & from PM or marking CC to PM and
Team Lead/FM Engineer & PM would determine the Severity level of call and would assign task to competent service engineer (Analyst)
Provide acceptable technical solutions as and when required to ensure the continuity of services in true sense serving the end user with user satisfaction with the LTDIC policies and guidelines
The day-to-day monitor and control activities and the responsibilities given by the PM shall be at the location
TL is equally responsible for fulfilment of the tasks under the responsibilities of PM
TL shall further consult on the gaps in understanding with LTDIC reps at the location with communication to Powai and PM
Skills Required: -
Manpower shall have good technical skills, problem resolutions skills, coordination skills. Shall work independently and take ownership of entire client services engagement. Prompt escalation of incidents to 2nd line support from ACL and LTDIC Internal Team, if problems are not resolved, and shall bring the solution to a logical conclusion within the specified SLA limits.
Responsible for maintaining and updating third-party vendor database for logging calls and escalations Call escalation to third-party vendors in case of any under warranty hardware and software related
problems. All calls logged with third-party vendor and ACL for CAMC hardware shall have to be monitored and tracked for proper closure within the specified SLA limits.
Single point of contact to the users for logging any IT related issues and requests in the forms of tickets at all the locations individually and a central nodal point at Powai for certain specific service
An in-depth understanding of the LTDIC ticketing software, spread of branches and engineers, incident management and outage management, escalation & notification matrix.
Address: - PRECISION MANUFACTURING & SYSTEMS COMPLEX, DEFENCE IC, OFFICE BLOCK, IT DEPT,
L&T - BYPASS ROAD, MALUMICHAMPATTI, PO BOX No. 4440, COIMBATORE -641 050.
TAMILNADU, INDIA.
Employement Category:
Employement Type: Full timeIndustry: IT - Hardware / Networking
Role Category: Telecom Network Design / Management
Functional Area: Not Applicable
Role/Responsibilies: Team Leader
Contact Details:
Company: Acma ComputersLocation(s): Other Tamil Nadu+1 Coimbatore
Keyskills: team leading client management team management escalation management team leading skills sla management
Acma Computers
Acma computers Ltd. is a leading IT service Provider in India, developing and implementing Solutions & Services for customers of diverse sectors & sizes. We have been in the forefront of the IT revolution using our rich experience of 25 years. We provide, end-to-end services ranging from con...
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