Graveyard Operation Center Team Lead

hace 2 semanas

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Operations Center Team Lead Analyst is responsible for leading and supporting client’s infrastructure environments according to best practices, while ensuring high levels of system availability and performance. Is also responsible of leading the Operations Center Analysts according to the company goals, ITIL best practices aiming to ensure customer satisfaction.

**Responsibilities**:

- Understand alerts for operating system issues, hardware performance, security vulnerabilities, and other basic systems management tasks.
- Ensure his team reacts to events to maintain the highest level of systems and infrastructure availability.
- Lead the planning, prioritization, and execution of the patching management program across the clients infrastructure
- Deploy critical and security patches in order to maintain systems at a high level of performance, availability and security
- Work closely with and in support of the IT Service Desk, Engineering team and vendors to expedite issue resolution.
- Review logs of events regularly depending on their organization/clients’ requirements.
- Plan, coordinate and prioritize workload, shifts and capacity.
- Look after the quality of work and compliance in accordance to documented procedures, policies and goals.
- Perform analysis and reporting of different metrics of team performance and incident handling
- Advocate for and support the personal and professional development of the Operations Center team Members
- Support the overall management and process improvements for Operations Center in accordance with company goals.
- Contribute to the hiring, mentoring, performance management and retention of staff
- Follows up team members yearly goals.
- Contributes, coordinates and foresee the development and review documentation to strengthen the knowledge database.
- Conducts monthly, midyear and annual reviews.
- Receives services for onboarded clients and ensures the team is able to deliver the support.
- Serve as backup for Operation center analysts as needed
- Act as Incident Manager for Major Incident outages.

Skills and Experience:

- English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- Computer Science, Engineering or IT Technical degree or equivalent working experience, desired.
- At least 3+ years of experience in related field
- 2+ year on leading teams roles, preferred.
- Basic knowledge of the ITIL framework. Certified is preferred
- Basic understanding in infrastructure operations management, with knowledge in backup, and antivirus
- Good understanding of Patching Management best practices
- Excellent competency with Azure Update Management, WSUS and other patching tools
- Familiar with cloud computing concepts and basic operations.
- Good understanding of the Microsoft Security Update guide portal
- Experience in Windows server administration
- Knowledge in Networking infrastructure
- Basic understanding in virtualization technologies
- Understanding of Infrastructure Monitoring Services.
- Ability to provide clear, concise, & constructive feedback for growth & development to direct & indirect reports on a regular basis.
- Exceptional dedication to create customer satisfaction

**Other Technical Proficiencies**:

- Az-900

About Auxis:

- **Team Lead**: ability to lead and motivate a team in charge of responding to a 24/7 operation with high peaks of workload.
- ** Integrity**: being honest and having strong moral principles, or moral uprightness. To hold oneself to consistent moral and ethical standards and serve an example to others.
- ** Critical Thinking**: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- ** Team Work**: Collaborating efforts to achieve a common goal or to complete a task in the most effective and efficient way
- ** Adaptability**:Ability to adapt to changed circumstances or environment. Show the ability to learn from experience, and improve the operation.
- ** Prioritization skills**: The capacity to understand when multiple issues or tasks arise at the same time, to work in the correct order based on the impact and urgency, by properly analyzing the situation and distribute the workload.
- ** Proactivity**: Demonstrated ability to work independently and in a group to produce successful results

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