The Team Lead is responsible for the daily supervision and accountability of The Cloud Operations Support Team and motivates them to do their job effectively to provide consistent quality and efficiency of service delivery to our clients. They will manage team members through motivation, coaching and mentoring while ensuring staffing levels are enough to maintain contractual service agreements.
A Team Lead is expected to provide daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively.
The Team Lead is also expected to handle initiatives and projects related to growth and objectives of the Cloud Operations Team including handling introduction of new technology and processes.
The Team lead will also be handling customer management related activities related to support such as managing meetings and communications as well as addressing and escalation or inquiries from customers.
The Role
Oversee daily Cloud Support team activities
Responsible for ensuring the team metrics are met or exceeded.
Act as logistical organizer of staff to respond to a variety of inbound support requests
Perform 1x1's and coaching activities
Lead team in projects, discussion or critical activities
Monitor team activity to promote productivity and utilization
Provide feedback to operations leadership on status of operations activities
Effectively respond to customer requests or escalation
Provide feedback to drive operational improvement
Provide mentoring and coaching to team members
Effectively drive team toward monthly SLA & KPI attainment
Develop team strengths and improve weaknesses
Discover training needs and provide coaching
Identify team goals and evaluate team progress
Create an inspiring team environment with an open communication culture
Listen to team members feedback and resolve any issues or conflicts
Provide objective semi-annual evaluation of employees
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Support leadership initiatives to improve and enhance service support
Vision to identify developing talent and mentor into management candidates
Onboard or terminate agents in related WTW systems
The Requirements
Essential
Previous hands on experience in leading IT Support Team.
Good understanding of Azure Cloud Concepts
Excellent communication/organization skills, command of business English.
Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.
Experience of reporting technical, functional and operational problems and resolutions to the development team.
Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.
Knowledge of agile development and participation in sprint planning meetings or daily stand ups
Excellent analytical and problem-solving skills in order to identify and respond to unexpected or disruptive events
Must have hands on working knowledge of Microsoft Office Applications with Excel
Desirable
Educated to degree level, qualification in Service Management or ITIL
Service Management products like ServiceNow Other non-English languages would be useful
Qualifications/Experience that would be advantageous for the position:
Familiarity with ITILv3 or ITIL v4
Advance MS Excel
Understanding of IT Compliance Standards (SOC, SOX , DORA etc)
ServiceNow
WTW is an Equal Opportunity Employer
