Job Description :

As the lead, the incumbent have considerable experience in ticketing tools for managing incidents and services. With a

minimum of 8-10 years of experience managing End User support environment onsite at client location, and manage team

activities within the location of assignment. ITIL certification would be an added advantage for this role.



• Manage a team of 10+ members covering deskside support locally and globally across other sites

• Act as single point of contact for customer to deliver the service and set the right expectation

• Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate

• Serve as an escalation point of contact with the primary focus on restoring the services.

• Ensure VIP support for users on high standard and customer service

• Keep the knowledge base and runbook for the team updated with new resolution and process appropriately

• Manage and ensure the adherence of SLA’s across the towers. Coordinate all activities required to lead significant

incidents in compliance with SLAs and OLAs.

• Appropriately manage operations and conduct operational review meeting with customer stakeholders.

• Demonstrate good interpersonal skills with team and customer.

• Ensuring that effective communication is maintained with the executives, business leadership during a major


• Effective communication with end users to resolve issues.

• Work with service delivery management team to prepare a report on major changes to ensure appropriate and

required communications are sent to the executives and stakeholders in-line with the business impact

2.2 Health and Safety Leadership Responsibilities:

• Provides Health and Safety Leadership to the Team

• Inform all workers of their right to refuse dangerous work.

• Lead and participate actively in Tool Box Meetings

• Ensure Vehicles under supervision are regularly monitored and report updated as required

• Conduct regular work site inspections to observe employee compliance with health & safety standards

and practices and communicate with employees.

• Follow up on Recommendations on Expressafe Reporting (ACTS, Near Miss and Incidents)

• Ensure workers are aware of all potential hazards and that they have access to all relevant health &

safety information on site.

• Monitor health and safety performance of the team and provide monthly report on safety scorecards.

• Ensure no workers are subjected to or participate in harassment or violence at the work site.

• Promote prompt reporting of incidents and near misses and comply with required regulatory reporting

and record keeping.

• Participate in incident investigations and take corrective actions to prevent similar occurrences.

• Ensure employees are competently trained and equipped to safely carry out their tasks before

beginning work and if any changes are made to activities, equipment, processes or location.

• Ensure workers are using all hazard controls and wearing appropriate and required PPE.

• When performing work on behalf of HCL on a client’s work site, abide by the policies, rules, and procedures that are stipulated within the client’s safety program.

• Comply with the provincial OHS Act, Regulations and Code.

• Set an example for good safety conduct.


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