L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

دوام كامل في Sharaf DG في UAE

نُشرت يوم January 19, 2025

تفاصيل الوظيفة

L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

Abu Dhabi, United Arab Emirates | Posted on 01/14/2025 We are seeking a seasoned and motivated L1 Team Lead to oversee our first-level IT support team. The L1 Team Lead will be responsible for guiding the team in delivering exemplary support for applications, infrastructure, and end-user systems. The successful candidate will possess robust technical skills, leadership capabilities, and experience with monitoring and support tools such as SolarWinds, Dynatrace, ServiceNow, and Nexthink. Key Responsibilities: · Team Leadership & Mentorship: · Lead, mentor, and coach a team of L1 support engineers to achieve both individual and team performance objectives. · Provide technical guidance to the team in incident detection, troubleshooting, and resolution. · Conduct regular team meetings and training sessions to disseminate best practices and enhance team capabilities. · Monitoring & Incident Coordination: · Oversee team activities related to monitoring application, infrastructure, and endpoint performance using tools like SolarWinds, Dynatrace, Nexthink, and ServiceNow. · Ensure that incidents are promptly detected, logged, categorised, and prioritised according to their impact. · Serve as an escalation point for complex or unresolved incidents and facilitate efficient hand offs to L2/L3 teams. · Incident Management & Reporting: · Guarantee timely resolution of incidents and service requests by the L1 team. · Monitor ticket queues in ServiceNow to ensure adherence to SLAs for response and resolution times. · Generate daily, weekly, and monthly reports on incident metrics, team performance, and key support trends. · Process Improvement & Knowledge Management: · Review support processes and workflows to identify areas for improvement and operational efficiency. · Maintain and update SOPs, troubleshooting guides, and knowledge base articles. · Ensure consistent documentation of incident resolution steps and root cause analysis. · User Support & Communication: · Communicate incident status, updates, and resolutions effectively to end-users and stakeholders. · Foster a customer-centric support environment to ensure a positive user experience. · Manage escalations and customer feedback to enhance service quality. · Collaboration & Cross-Functional Coordination: · Work closely with L2/L3 teams, development teams, and other IT departments to resolve issues and improve support operations. · Participate in cross-functional meetings to address support challenges, share insights, and spearhead continuous improvement initiatives.

Requirements

Required Qualifications: · Experience: 3-5 years in IT support, with at least 1-2 years in a team lead or supervisory role. · Technical Skills: Comprehensive understanding of IT infrastructure, applications, and end-user systems. · Tools: Hands-on experience with SolarWinds, Dynatrace, Nexthink, and ServiceNow for monitoring and incident management. · Leadership & Problem-Solving: Strong leadership, decision-making, and problem-solving abilities to guide the team effectively. · Communication: Excellent communication and interpersonal skills to manage stakeholders, team members, and end-users. Preferred Qualifications: · Certifications such as ITIL Foundation, CompTIA Network+, or equivalent. · Experience working in a 24x7 support environment with an understanding of SLAs and incident management processes. #J-18808-Ljbffr

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L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

تفاصيل الوظيفة

L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

Requirements

Apply safely

الشركة المعلنة عن الوظيفة

Sharaf DG

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الصفحة الرئيسية الإمارات العربية المتحدة L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

الصفحة الرئيسية الإمارات العربية المتحدة L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

تفاصيل الوظيفة

L1 Team Lead IT Support (SolarWinds, Dynatrace, ServiceNow, and Nexthink)

Requirements

Apply safely

الشركة المعلنة عن الوظيفة

Sharaf DG

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