Job Summary
We are seeking a dedicated Technical Lead with 5 to 8 years of experience to join our team. The ideal candidate will have expertise in Change LifeCycle Management AI-enabled chatbots Incident Management End User Tools - Nexthink Service Desk Service Now Networking and Service Desk App Support. This role requires working from the office with rotational shifts.
Responsibilities
Oversee the implementation and management of Change LifeCycle Management processes to ensure smooth transitions and minimal disruptions.Provide technical expertise in AI-enabled chatbots to enhance user interaction and automate routine tasks.Manage incident resolution processes to ensure timely and effective problem-solving.Utilize End User ToolsNexthink to monitor and improve user experience and system performance.Support the Service Desk by providing technical guidance and resolving complex issues.Administer and maintain Service Now platform to streamline IT service management.Ensure the stability and security of networking infrastructure to support business operations.Provide application support for Service Desk tools to ensure optimal performance and user satisfaction.Collaborate with cross-functional teams to identify and implement improvements in IT services.Conduct regular training sessions for team members to enhance their technical skills and knowledge.Monitor system performance and generate reports to identify areas for improvement.Develop and maintain documentation for IT processes and procedures.Ensure compliance with company policies and industry standards in all technical operations.
Qualifications
Possess strong expertise in Change LifeCycle Management.Have in-depth knowledge of AI-enabled chatbots and their implementation.Demonstrate proficiency in Incident Management and problem resolution.Be skilled in using End User ToolsNexthink for monitoring and analysis.Have experience in supporting Service Desk operations and resolving technical issues.Be proficient in administering and maintaining Service Now platform.Have a solid understanding of networking principles and best practices.Be capable of providing application support for Service Desk tools.Exhibit strong analytical and problem-solving skills.Possess excellent communication and collaboration abilities.Have a proactive approach to identifying and implementing improvements.Be committed to continuous learning and professional development.Ensure adherence to company policies and industry standards.
Certifications Required
ITIL Certification Service Now Certified System Administrator Networking Certification (CCNA or equivalent)
