Senior Specialist Engineer
Sr. Specialist - GTI-Deskside SupportSutherland Global Services Inc. Nov. 2007 – Feb 2023Duties and Responsibilities:⦁ Managing IT Service Operations and team of 4 engineers at local offshore site as a Desktop and Server Support Team Lead⦁ Responsible for monitoring training and development of new onboarding employees⦁ Handle & manage the team to ensure that the key deliverables are met on time.⦁ Lead and support, as appropriate, recruitment, selection and induction of Desktop support Team. ⦁ Planning, Management and scheduling of daily activities ⦁ Handle end-to-end incident management and to be available to respond to user and colleague enquiries and escalations.⦁ Co-ordination with related teams for escalation and closure of calls within defined SLA.⦁ Follow-up to ensure end to end closure of client escalations on all Incident Management tickets of the Desktop and Server and ensure that all escalations areresolved.⦁ Provide technical support to users with different levels of IT proficiency. ⦁ Assigned team to perform troubleshooting in escalated problem tickets to ensure smooth business operations⦁ Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process⦁ Review meetings with clients, engineers, stores and internal teams for the day to day activities.⦁ Provide onsite, phone, and remote support to all employees⦁ Provide after-hours and ‘on-call’ support, as necessary⦁ Managing IT Service Operations and team of 4 engineers at local offshore site as a Desktop and Server Support Team Lead 》Responsible for monitoring training and development of new employees on shift ⦁ Handle & manage the team to ensure that the key deliverables are met on time. ⦁ Lead and support, as appropriate, recruitment, selection and induction of Desktop support Team. ⦁ Maintain Engineers tracking and monthly performance reports.
