Team Leader - Service Delivery
About the role
The Team Leader – Service Delivery at UPTIME is responsible for overseeing Break-Fix support operations, managing incidents, maintaining compliance with ISO standards, and driving service excellence. The role involves managing day-to-day operations, handling incident escalations, ensuring service quality, conducting root cause analyses, supporting ticket assignment, and leading a technical support team. The position requires strong communication, analytical, and team coordination skills, and a willingness to work in a 24/7 rotating roster. UPTIME offers a multinational work environment with opportunities for professional growth, competitive compensation, and a supportive team culture. Applications should be sent via email with the required documents and references.
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 role requires willingness to work in a 24/7 rotating roster. The office is located at No. 77, Park Street, Colombo 02. Application requires two nonrelated referees and should be sent to the provided email address.
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