As an Infrastructure Managed Service Senior Technical Lead my roles are managing and leading technical teams that provide infrastructure managed services to clients. This role involves designing, implementing, and maintaining infrastructure solutions, as well as managing the day-to-day operations of the infrastructure team. As a senior technical lead, I would be responsible for managing a team of infrastructure engineers, architects, and technicians. I would work closely with the clients to understand their business requirements and provide solutions that meet their needs. I would be responsible for ensuring the infrastructure team is meeting service level agreements (SLAs), resolving incidents and problems, and ensuring infrastructure availability and performance. In addition to technical skills, I have excellent communication and interpersonal skills to work effectively with clients, vendors, and internal teams. I have strong leadership skills to manage and motivate my team. Some of my key responsibilities are below:Leading the design, implementation, and maintenance of infrastructure solutionsManaging day-to-day operations of the infrastructure teamEnsuring the team is meeting SLAs and resolving incidents and problems.Managing relationships with clients and vendorsProviding technical leadership and guidance to the teamManaging the budget and resources for the infrastructure teamDeveloping and implementing infrastructure policies and procedure.Keeping up to date with emerging technologies and trends in infrastructure management.

Build and lead a highly skilled & empowered team.Develop vision & roadmap to consistently improve the service offering and value-add to the business.Build & implement Major Incident & Change Enablement frameworks.ITIL service design & managementImplement fast, clear & effective frameworks for communication with businesses & customers relating to scheduled maintenance & major incidents.Support a complex environment of blended on-prem and cloud-based environment: O365, Active Directory, Azure, Exchange Online, Secure print,Effective project management for both my direct teams, as well as chairing& steering projects across other IT functions and other business functions.Flag major risks & impacts relating to service, deployments, projects and develop a meaningful action plan.Lead Problem management identification and resolutionImplement dedicated Service Desk function (complement existing support roles)Decreasing total ticket volume (65% reduction in 4 months).Assisting SD Operation Manage or Service Delivery Manager to review and monitor performance of service desk team to customers. (24x7), to ensure that service levels are achieved in line with contracts and that customer expectations are met or exceeded.Monitor agent performance regarding abandon call, % receiving call, unavailable time, resolving performance and related KPI.Responsible for conducting regular audits of the organization's software assets to identify and address any non-compliance issues. I work closely with the IT department to ensure that all software installations are properly licensed and managed.

Acted as the initial point of contact for all IT-related incidents and service requests.Logged and managed tickets in the IT service management system.Diagnosed and resolved technical issues related to hardware, software, network, and applications.Escalated unresolved issues to higher-level support or specialized teams as necessary.Processed service requests such as user account management, password resets, and access provisioning.Ensured timely and accurate completion of service requests according to SLAs.Provided clear and concise communication to users regarding incident status and resolution.Documented troubleshooting steps and resolutions in the knowledge base for future reference.Maintained a high level of customer service and satisfaction.Educated users on self-service tools and best practices to prevent recurring issues.Collaboration skills to work effectively with colleagues and other IT teams.Flexibility to assist with various tasks and adapt to changing priorities.

Acted as the initial point of contact for all IT-related incidents and service requests.Logged and managed tickets in the IT service management system.Diagnosed and resolved technical issues related to hardware, software, network, and applications.Escalated unresolved issues to higher-level support or specialized teams as necessary.Processed service requests such as user account management, password resets, and access provisioning.Ensured timely and accurate completion of service requests according to SLAs.Documented troubleshooting steps and resolutions in the knowledge base for future reference.Maintained a high level of customer service and satisfaction.Educated users on self-service tools and best practices to prevent recurring issues.Collaboration skills to work effectively with colleagues and other IT teams.Flexibility to assist with various tasks and adapt to changing priorities.