Industry Type:
NA
Job Detail:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.
OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.
1. About OSB India Pvt Ltd
OSB India is an offshore subsidiary of OneSavings Bank Group plc. the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support.
OSB India works with the Bank’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.
OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.
2. Job Purpose
The IT Service Desk Team Leader is a key leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This role involves leading and guiding the service desk team to provide exceptional IT support, ensuring the resolution of incidents and service requests, and promoting a customer-centric approach. The Team Leader will be proficient in MS Office tools and excel in Major Incident Management, demonstrating strong leadership skills to foster a high-performing and responsive service desk team.
3. Core Responsibilities
Team Management:
- Lead, mentor, and guide the ServiceDesk team members to achieve service excellence.
- Establish clear objectives, provide regular feedback, and conduct performance reviews, Foster a positive and productive team culture.
Incident and Request Management:
- Oversee the handling of end user incidents, service requests, and escalations and Ensure incidents are logged, prioritized, and resolved within defined SLAs.
- Coordinate with team members to ensure a timely and accurate response to end users’ issues.
Resource Allocation:
- Assign and distribute work among team members based on skills and availability.
- Manage team schedules to ensure 24/7 coverage and address peak workloads.
Technical Support:
- Provide technical expertise and support for complex incidents and requests.
- Collaborate with team members to troubleshoot and resolve IT issues effectively.
Reporting and Analysis:
- Analyse data to identify areas for improvement and implement proactive measures.
- Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.
ServiceNow Tool Expertise:
- Demonstrate a high level of proficiency in ServiceNow, with the ability to create, automate, and maintain reports and dashboards for monitoring team performance and incident management.
- Utilize ServiceNow as an administrator to manage system configurations, users, and workflows efficiently
Training and Development:
- Identify training needs for team members and facilitate professional development.
- Promote knowledge sharing and continuous learning within the team.
- Training of new members of the team
Security and Compliance:
- Ensure that team members adhere to IT security policies and practices.
- Monitor and address security-related concerns and access control.
Vendor and Stakeholder Interaction:
- Collaborate with vendors and external service providers to resolve technical issues.
- Liaise with internal stakeholders to address IT-related requirements.
Problem Management:
- Lead the analysis of recurring IT issues and implement long-term solutions for ServiceDesk tickets.
- Identify trends and root causes of problems to improve service quality for ServiceDesk team.
Audit Reports:
- Manage the preparation and compilation of internal and external audit reports related to IT service desk activities and processes.
- Collaborate with the Risk Assurance team to address any findings and implement corrective actions as necessary.
Documentation and Knowledge Management:
- Maintain accurate records of incidents, service requests, and resolutions.
- Contribute to the creation and maintenance of a knowledge base, including FAQs and troubleshooting guides
- Develop and maintain standard operating procedures (SOPs) to ensure consistent and efficient IT service desk operations.
- Collaborate with team members to document best practices and ensure that procedures are updated as needed.
24/7 Team Support:
- Ensure 24/7 availability for team members, offering support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
- Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.
Monthly Roster and On-Call Support:
- Plan, organize, and prepare monthly team rosters and on-call support rotas to ensure 24/7 coverage.
- Coordinate with team members to schedule shifts, breaks, and on-call assignments, taking into account individual availability and preferences.
- Ability to work flexible hours and be on-call as required.
Major Incident Management:Manage lifecycle and major incidents end to end:
- Lead the management and resolution of major incidents with a high degree of urgency and efficiency.
- Coordinate and communicate effectively with relevant teams and stakeholders to minimize the impact of major incidents.
- Document and review major incident response procedures for continuous improvement.
- Assess business impact and urgency, declare Major Incident.
- Initiating specific actions to either address the underlying causes of incidents or to provide workarounds, thus minimizing the impact of an incident
- Communicating the status of incidents to relevant stakeholders.
- Provide Single point of contact for senior management and users during a major incident.
- Notify and liaise with Risk Management in the event of a Major Incident.
- Decide upon involving Business during a Major Incident
- Provide regular reports to both senior management and affected stakeholders using the Major Incident Report.
- Ensure and conduct a post incident closure review takes place capturing pending actions required.
- Support any activities involving incident management
- Line manage and coach all direct reports, including all aspects of performance management, timesheet submission, development, conduct, sickness management, appraisals, employee administration and recruitment.
- Ensure that you and your team fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you treat data as an important corporate asset which must be protected and managed.
- Ensure that you and your team fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
- Lead a team in the performance of a variety of tasks that are often routine on same technical stack / tower.
- Managing & ensuring tickets are attended, addressed and follow-up communication is complete on a daily basis
- Review of escalated, parked, forwarded tickets (to other teams including senior team) on daily basis (Automated working with MI team or through ServiceNow reporting)
- Reviewing the tickets and updating the quality sheet for each member reporting to the respective lead.
- Managing the scorecard and sharing the feedback and scorecard via regular one to one and tracking the feedback via the FTP.
- Review, identify and propose tasks that can be automated and coordinate with the respective team to automate tasks.
- Daily carry forward, weekly consolidated – Incidents & Service request
- MTD / TD on above etc and Tracking escalations / reopened tickets etc.
- Daily stand-up support to Team Lead / Manager (Automated working with MI team or through Service desk reporting)
- Feedback – collating feedback – weekly / MTD / YTD (Automated working with MI team or through Service desk reporting)
4. Experience Requirements
- 6 – 8 years’ working experience on a IT service desk role.
- At least 4 years specific Team Lead work related experience in a Technology Industry and IT Service Desk environment.
5. Knowledge Skill and Competency Requirements.
Essential
1. Good knowledge about computers / thin clients / virtual desktops and LAN environment is essential.
2. Strong & effective verbal and written communication skills.
1. Advanced knowledge on the office automation tools such as Word, Excel, PPT, Visio, etc.
2. ITIL V3/V4 certification is essential.
3. Proven experience in a leadership role within an IT Service Desk or similar technical support environment, Demonstrated expertise in Major Incident Management.
4. Strong communication and interpersonal skills, Excellent problem-solving abilities.
5. Customer-focused mindset, Strong organizational and time-management skills.
6. Ability to cope well under pressure.
7. Able to interact with a variety of stakeholders, display required integrity to ensure excellent service.
6. Required Qualifications/Certifications
- A technical diploma or engineering degree is essential.
- ITIL V3/V4 certification is essential.
- Any Management training courses completed is desirable.
Why join OSBI?
We understand your career and how you progress is as unique as your individual personality. We’ve created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you’re in the early stages of your career or already have an established profession, we’re constantly seeking to hire talented individuals who want to make a difference and grow with us. We’re a connected company working together to create a business in which we can all take pride and prosper.
If you want to know more about OSBI, please click on the website link: www.osb-india.com
To know more about OSBI culture please find us on Instagram @OSBINDIA
To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.
