Website Dicetek
Job Details
Job Position – L1 Team Lead
Company Name – Dicetek
Location: UAE
Experience on SolarWinds, Dynatrace, ServiceNow, and Nexthink.
Required Qualifications:
– Experience: 3-5 years in IT support, with at least 1-2 years in a team lead or supervisory role.
– Technical Skills: Solid understanding of IT infrastructure, applications, and end-user systems.
– Tools: Hands-on experience with SolarWinds, Dynatrace, Nexthink, and ServiceNow for monitoring and incident management.
Preferred Qualifications:
– Certifications like ITIL Foundation, CompTIA Network+, or equivalent.
– Experience working in a 24×7 support environment with an understanding of SLAs and incident management processes.
Role Overview:
Experienced and motivated L1 Team Lead to oversee the first-level IT support team. The L1 Team Lead will be responsible for guiding the team in providing exceptional support for applications, infrastructure, and end-user systems. The ideal candidate will possess strong technical skills, leadership abilities, and experience with monitoring and support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.
Key Responsibilities:
1. Team Leadership & Mentorship:
2. Monitoring & Incident Coordination:
– Oversee team activities for monitoring application, infrastructure, and endpoint performance using tools like SolarWinds, Dynatrace, Nexthink, and ServiceNow.
– Ensure that incidents are promptly detected, logged, categorized, and prioritized based on impact.
– Act as an escalation point for complex or unresolved incidents and facilitate efficient handoffs to L2/L3 teams.
3. Incident Management & Reporting:
– Ensure timely resolution of incidents and service requests by the L1 team.
– Monitor ticket queues in ServiceNow to maintain SLAs for response and resolution times.
– Generate daily, weekly, and monthly reports on incident metrics, team performance, and key support trends.
4. Process Improvement & Knowledge Management:
5. User Support & Communication:
6. Collaboration & Cross-Functional Coordination:
– Coordinate closely with L2/L3 teams, development teams, and other IT departments for issue resolution and support improvement.
– Participate in cross-functional meetings to address support challenges, share insights, and drive continuous improvement initiatives.
Email : vinita@dicetekindia.com
To apply for this job email your details to vinita@dicetekindia.com