IT Team Lead - Microsoft Applications Operations

Working closely with the IT Manager Microsoft Applications, the Applications Operations Team lead will oversee the day-to-day operation of the 3rd line IT Support Service for application specific items.  

This role will be based in one of our Global IT Operations Centre based in Bengaluru.   The Application Operations Team Lead will play a pivotal role in ensuring that our applications support employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald's policies and procedures.  

Key duties and responsibilities include:  

• Manage and monitor operational applications activities covering OLAs, SLTs, OKR’s in line with our KPI’s.  

• Coordinate resolution of application issues by 3rd line application team staff and improve the knowledge and capabilities through gap analysis, skillset development and knowledge management. 

• Effectively manage communications for high impact incidents and escalate as required to minimise the impact to the business and employee productivity.  

• Experience in setting individual objectives, managing performance within our connected conversations framework, providing coaching, and fostering a high-performance, collaborative one team environment  

• Support the MI management process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads.  

• Manage ROTA for resources for providing adequate cover for support per shift. 

• Review and collate incident analysis and service review activities to feed into service improvement initiatives and identify continual service improvements.   

• Coordinate service transition and shift left initiatives. 

• Maintain skills matrix and update it regularly, identify skill gaps or new training requirements and organise for the team. 

• Knowledge Base article creation through compiled detailed service cases for departments. 

• Work closely with the wider Applications teams, helping to define support requirements and improvements across Microsoft Applications services.  

• Monitoring of IT applications environment and support, for running an ITIL compliant global IT support operation.  

• Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance.

Candidate Specification:

We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognize that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds.  

Essential:  

• Experience managing people and high-performing teams  

• Experience delivering technical support in an engineering environment using ServiceNow and Microsoft 365 Products.  

• Excellent verbal and written skills.   

• Exceptional customer service skills.  

Desirable:  

• Graduate or equivalent qualification in IT related discipline.   

• Demonstrated problem solving skills 

• Knowledge of ITIL Service Management best practices  

• ITIL V3/V4 foundation certification  

• Experience of working in a global organisation.  

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.