Responsibilities
The Service Lead is accountable for:
Performing all run activities in respect of process, ensuring:
The team respects the SLA (changes, incidents, requests)
Appropriate reaction, in line with the severity of an incident or escalation.
ITS ITIL process is dully followed (change, incident, problem management).
Handling escalation on actions from Production Engineers Level 3 (incident, request, change)
Escalates to management if needed o Check if Knowledge was shared within the team and perform filed sessions.
Enable coordination with other team (AS, Infra, Network, Build…. Create PSS post major incident and when improvement topic requires it
Continuous improvement of service provided by Production Engineer L2 / L3 o Enable and encourage Improvement spirit within the team by being a role model on that topics
Ensure the team has proper time slots to make the ongoing improvement
Promote automation / Innovation
Experience
• Infrastructure or Application support hands on experience of 4-6 years’ mandatory
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)
• Technologies and/or Applications background with ability to grasp impact and interdependencies
Working Hours and Shift Organization:
• Service Lead is expected to work in shifted time
Expected timings would be 2pm to 11pm Sgp time
• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.
• Service Lead might be escalated during non-office hours