Operational Leadership Professional

1. Operational Leadership

Oversee daily operations of L1 & L2 teams, ensuring adherence to SLAs, OLAs, response and resolution targets.

Conduct daily stand ups, shift handovers, and workload distribution across the team.

Act as the first escalation point offshore for ticket prioritisation, blockers, and customer-impacting issues.

2. Ticket Governance & Quality Assurance

Monitor ticket queues proactively to ensure correct categorisation, prioritisation, and timely updates.

Perform daily random ticket audits to ensure quality of troubleshooting, documentation, and customer communication.

Drive right-first-time fix rates and reduce ticket reopens.

3. Knowledge Management Contribution

Ensure the team follows the search-first, reuse-first model.

Validate and approve drafts created by agents before passing to onsite leads or the KB Owner.

Maintain offshore-driven content health checks, ensuring articles remain accurate and up-to-date.

4. Workforce Management

Manage shift scheduling, attendance, utilisation, and workload balancing.

Support onboarding of new offshore analysts through training, shadowing, and capability ramp-up.

Identify skills gaps and drive targeted coaching for individuals and the team.

5. Stakeholder & Communication Management

Maintain tight communication loops with onsite Service Delivery Lead, resolver teams, SMEs, and business stakeholders.

Provide structured daily/weekly operational updates, highlighting risks, trends, and improvements.

Manage escalations calmly and professionally, with clear action plans and follow through.

6. Continuous Improvement

Analyse incident trends and identify opportunities for automation, process improvement, and user enablement.

Lead small operational improvement initiatives and track their outcomes.

Maintain and refine SOPs, runbooks, and support workflows for offshore teams.

7. Compliance, Governance & Reporting

Ensure adherence to security, compliance, and audit requirements across the L1/L2 teams.

Produce reports on SLA performance, ticket ageing, queue health, team productivity, and top contact drivers.

Conduct monthly performance reviews with team members and contribute to quarterly business reviews.

Required Skills & Experience

6+ years in IT support with at least 2 years in a team lead/coordinator role.

ITIL Certified with very Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge).

Experience leading offshore/onshore hybrid teams.

Excellent communication skills, stakeholder confidence, and analytical capability.

Proficiency with ServiceNow for incident, request, reporting, and knowledge modules.

Behavioral Expectations

Proactive, calm under pressure, and solution-oriented.

Consistently role-models customer-centric behavior.

Strong sense of ownership, accountability, and follow-through.

Confident decision-making with good judgement on escalations and prioritisation.

Collaborative mindset with transparent communication.