Team Leader is responsible to manage the performance of services to clients (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that client expectations are exceeded. Ultimate responsibility for ownership of all user incidents or logged service requests and track the incidents to conclusion in line with SLAs and quality standards.
Team Leader manages critical user incidents, associated to customer communication, activities and any appropriate escalations. The Team Leader will also provide information about incidents analysis and KPIs. This person will...