Technical Support Operations Shift Lead
Willis Towers Watson
Taguig, Manila
1d ago

The Role

As Technical Support Operations Shift Lead, you will be part of a team that keeps the business running for Insurance Consulting and Technology’s products and solutions that are used 24 7 by clients around the world.

You will be tasked to manage the shift that you are assigned to spanning across the teams within TSO may it be Level 1, Level 2, and Operations to ensure that service levels are achieved and that client expectations are met and exceeded.

Key Responsibilities

  • Works hand in hand with the L1, L2, and Ops Lead to ensure that all aspects of Technical Support Operations day to day operations are covered.
  • Oversee 100% of the tickets (requests, incidents and problems) raised within their shift or handed over from the previous shift.
  • Monitor and manage phone or ticket queues within their shift (participating in escalated calls as needed).
  • May oversee staff activities or work assignments within their shift
  • Manages and coordinates urgent and complicated TSO issues.
  • Assists L1, L2, and Ops Lead with Workforce Management planning to ensure that all shifts are adequately staffed.
  • Will or May be required to perform Incident Manager Role for critical incidents.
  • Act as escalation point for raised concerns during the assigned shift or schedule.
  • Assists with training, coaching, and mentoring of L1, L2, and Ops personnel within their shift.
  • Provide data and reporting of KPI’s and trends to Software Management and others in ad-hoc, weekly, monthly and as needed.
  • Should be able to provide end of shift reports or status reports.

  • Should be able to assist in driving ticket Deep Dive reviews and develop strategies for improvement.
  • Contribute to the knowledge base repository and ensure top quality solutions are available to the associates. Develops an effective and workable framework for managing and improving software support in the organization.
  • Advise management on situations that may require additional client support or escalation.
  • Assists and Manages process for communicating client emergency activities to the organization during BCP or DR situations in the absence of senior leadership esp during Weekends / Offhours /
  • Assists with the review of survey feedback to improve services, tools and support experience.
  • The Requirements

  • Previous experience in leading an IT Operations Team (Helpdesk only can be considered)
  • Previous experience in an IT Helpdesk / Application or Software Support role
  • Experience in Managing Shifts in a 24 / 7 operations
  • Excellent communication skills
  • Experience of reporting technical, functional and operational problems and resolutions to the development team
  • Good knowledge or understanding of server hardware and configuration
  • Microsoft Windows (including Windows Server) and networking knowledge
  • SQL Server experience
  • Excellent organizational skills
  • Excellent communication and problem solving and analytical skills including experience in a client facing role
  • Must be willing to work on different shift schedules depending on project
  • Equal Opportunity Employer

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