Team Leader - Service Delivery
About the role
UPTIME is seeking a Team Leader - Service Delivery to oversee Break-Fix support operations, manage incidents, and ensure compliance with ISO standards. The role involves leading technical teams, maintaining service quality, handling escalations, conducting root cause analyses, supporting continuous improvements, and managing internal and client projects. Candidates should have a BSc/MSc in Information Technology, at least 3 years of IT experience (with 2 years in a similar role), excellent English communication skills, and strong interpersonal and customer service abilities. The company offers a multinational work environment, opportunities for professional growth, and a competitive compensation package. Interested applicants are encouraged to submit their resume with contact details of two nonrelated referees.
Must have
- BSc/MSc in Information Technology
- Minimum of 3+ years' experience in the IT field, out of 2 years in a similar role.
- Excellent communication skills in both written and spoken English are a MUST.
- Strong interpersonal skills in listening, problem solving, assertiveness, decision making & negotiation skills.
- Excellent customer service skills
- Strong understanding of IT support issues reported at Level 1 & 2
- Excellent analytical and team coordination skills.
Nice to have
- ITIL V3/4 foundation certification will be added advantage
- MCSE/MCITP/CCNA/CCNP certifications is a plus
- Understanding of incident management and compliance (ISO 27001, ISMS, etc.) will be added advantage
Technologies
- CCNA
- CCNP
- ISO 27001
- ITIL
Highlights
The position requires willingness to work in a 24/7 rotating roster. ITIL V3/4 foundation certification, MCSE/MCITP/CCNA/CCNP certifications, and understanding of ISO 27001/ISMS compliance are considered advantageous.
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