Team Lead

Job Description

Level 4
Job Description:

Executive Summary:
We are a proactive WSS monitoring functional team, tasked with hygiene, stability, and proactive problem identification across all our businesses with focuses on end points, infrastructure stability and performance. This includes health checks of the desktop environment (OS and application updates, hardware capacity, standard configuration across multiple platforms, etc.), proactive monitoring, alert management, and remediation. The team works across a myriad of resolution and escalation teams to ensure ongoing operational health of the end-user environment.

Duties include:
– Serves as an escalation point for the other techs in DMT.
– Establish processes and procedures to be employed by teams globally.
– Ensures tasks are being actively processed by teams globally.
– Validate data set and perform analysis.
– Reports trends/new findings to teams and management level globally.
– Escalate issues to management and other silos, as needed.
– Interview/vetting process of new candidates.
– Review, develop and train team members.
– Maintenance on product catalog and associated documentation.
– Lead the continuous improvement process and lessons learned and provide timely feedback, tactical and strategy items to the Manager.
– Liaise with risk, audit, and asset management teams in delivery of regulatory mandated programs around IT hardware asset management.

Qualifications/Skills Required:
– Excellent in data validation and reconciliation in relation to inventory management.
– Excellent in tracking large number of tasks and governance according to policy and procedures.
– Excellent data analysis and presentation skills.
– Excellent verbal and written communication skills.
– Strong working knowledge of Service Now.
– Strong understanding of End-To-End Asset Management.
– Strong people management and interpersonal skills.
– Strong leadership and project management skills.
– Strong understanding of Risk Management.
– Working knowledge of PowerShell, SQL, ServiceNow, Splunk, Jira.
– ITIL, PMP certified (desired).