IT Production Support Lead

Responsibilities

* Overseeing team member's responsibility for incidents, service requests & proactive tasks and ensure each of them are properly managed within agreed OLAs

* Shift accountability and ensure the high impact approvals are provided with proper risk assessment

* Delivery of Start of Day, End of Day health proactive checks and communicate to management and stakeholders

* Regular review of passed or partial incidents and make actionable improvement plans

* Collaborate with other leads to review patterns on repeated incidents, gaps in internal process and SOP and efficiency opportunities

* Oversee daily shift huddle and resolve / address potential detriments and set team members accountability for various actions

Good to have: UNIX, SQL queries

Must have: OPEN, AS400, Mainframe