Shift Lead

Orange Business; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Orange Business in Mumbai seeks an IT Operations Specialist to manage Incident, Change, Problem, and Service Management within SLA constraints. You will be the Key SPOC for escalations during the shift, driving RCA and corrective actions to improve service quality.

Also focus on optimizing operations through automation (Python, PowerShell) and analytics to pro-actively resolve network performance bottlenecks, mentor the shift team, and ensure thorough documentation and knowledge sharing.

Qualifications

• Experience in incident, change, and problem management.
• Ability to act as key SPOC for escalations.

Responsibilities

• Ensure incidents, service requests, and changes resolved within SLA timelines.
• Act as the Key SPOC for escalations during the shift, providing timely updates.
• Drive RCA and implement corrective actions.
• Analyze operational workflows to identify areas of improvement and implement process optimization.
• Leverage automation tools and scripting (e.g., Python, PowerShell) to reduce manual tasks and improve efficiency.
• Use advanced analytics to monitor trends and proactively resolve network performance bottlenecks.
• Collaborate with Level 2/3 engineers to resolve escalated incidents and propose design or configuration enhancements.
• Drive technology upgrades and patching plans to ensure a secure and optimized network environment.
• Manage and mentor the shift team, ensuring high productivity and adherence to defined processes.
• Conduct regular skill enhancement sessions and knowledge sharing for team members.
• Manage shift handovers to ensure complete visibility into ongoing and upcoming tasks.
• Generate advanced performance reports, highlighting key trends, recurring issues, and areas requiring attention.
• Maintain up-to-date documentation, including SOPs, knowledge base, and escalation matrices.

Skills

Python scripting

PowerShell scripting

LAN/WAN knowledge

SD-WAN knowledge

Multi-vendor networking

Problem-solving

Job description

Incident, Change , Problem and Service Management:

• Ensure all incidents, service requests, and changes are resolved within SLA timelines.
• Act as the Key SPOC for escalations during the shift, providing timely updates and ensuring stakeholder satisfaction.
• Drive root cause analysis (RCA) and implement corrective actions to enhance service quality and minimize disruptions.

Optimization of Operations:

• Analyze operational workflows to identify areas of improvement and implement process optimization.
• Leverage automation tools and scripting (e.g., Python, PowerShell) to reduce manual tasks and improve efficiency.
• Use advanced analytics to monitor trends and proactively resolve network performance bottlenecks.

Advanced Problem-Solving Approach :

• Knowledge on complex network issues involving LAN/WAN, SD-WAN, and multi-vendor technologies.
• Collaborate with Level 2/3 engineers to resolve escalated incidents and propose design or configuration enhancements.
• Drive technology upgrades and patching plans to ensure a secure and optimized network environment.

Team Management and Leadership:

• Manage and mentor the shift team, ensuring high productivity and adherence to defined processes.
• Conduct regular skill enhancement sessions and knowledge sharing for team members.
• Manage shift handovers to ensure complete visibility into ongoing and upcoming tasks.

Reporting and Documentation:

• Generate advanced performance reports, highlighting key trends, recurring issues, and areas requiring attention.
• Maintain up-to-date documentation, including SOPs, knowledge base, and escalation matrices.