Operation Team Lead

Position : Operation Team Lead Job Overview: In this role, you will supervise the staff, day-to-day activities, and technical staff operations. Manages and reports relevant key performance indicators. Regularly directs the work of at least three or more full-time employees. Duties & Responsibilities: Provide top-level technical support, including problem resolution, change implementation, meetings/calls and one-on-one technical support within SLAs for clients.

Ensure team output meets quality and service level standards set by management and clients. Coordinate the daily activities of the operation engineers, set priorities for the team to ensure task/ticket completion and coordinate work activities with other supervisors. Understand our Operating Principles and make them the guidelines for how the operation engineers carry out their tasks correctly and efficiently.

Perform quality assurance auditing of operation team tickets. Create detailed reports based on management and client requests. Interface with the engineering team and other teams regarding escalations. Attend client and stakeholder meetings, respond to their inquiries, share status with them and address any concerns raised. Must know different troubleshooting techniques for use in a variety of circumstances.

Assist in the development of processes and procedures. Assist in handling difficult client situations and complaints referred by the team. Assist in scheduling and assignment of technical staff to meet operational needs. Assist in onboarding of new staff and ensuring training plans are followed. Ability to understand product mechanisms & deliverable technicalities. Required profile for job ad : Operation Team Lead Qualifications: 5+ years of proven experience in operation/technical support roles, including one year in a supervision role.

Advanced knowledge of SQL and Linux-based systems. Good knowledge of Bash shell commands and/or PowerShell. Professional verbal and written English communication skills. Ability to build effective interpersonal relationships within the workplace. Ability to handle high-pressure situations well, while maintaining calm and composure in stressful situations is a must. Strong time management, prioritisation and organisational skills.

Strong troubleshooting of complex technical issues. Knowledge of general-purpose programming languages such as Java & Python is highly recommended. Bachelor’s degree in Engineering or Computer Science or a similar degree. Experience in any ticketing system is a must. Knowledge of Cloud solutions is a plus. Familiar with the main concepts and implementation of Incident, Change, and service management.

ITIL Certification is a plus. Job criteria for job ad : Operation Team Lead Job category : IT, new technologies Management Industries : IT, software engineering, Internet Employment type : Fixed-term contract Region : Bo - Bonthe - Freetown - Kabala - Kailahun - Kambia - Kenema - Koidu - Magburaka - Makeni - Moyamba - Port Loko - Pujehun - Waterloo - International Experience level : 5 to 10 years Educational level : Bachelor Key Skills : PYTHON ITIL BASH JAVA management SQL SHELL POWERSHELL time management scheduling Number of Position(s) : 1 Be cautious!

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