Command Center Operator Team Lead

Key Responsibilities:

• Mentor and provide guidance to new team members, sharing technical knowledge and best practices to improve team effectiveness.
• Collaborate with cross-functional teams, vendors, and stakeholders to drive issue resolution and service improvements.
• Monitor team performance against SLAs and support continuous improvement initiatives to enhance operational efficiency.
• Exercise decision-making and problem-solving skills during high-priority incidents and service disruptions.
• Contribute to workforce planning, shift coordination, and knowledge management activities within the service desk environment.
• Build and maintain strong customer relationships through effective communication, stakeholder management, and service excellence.
• Identify process improvement opportunities and support implementation of operational best practices.
• Demonstrate ownership, accountability, and leadership in managing service delivery for global banking clients.
• Lead team performance management activities, including coaching, objective setting, performance evaluations, recruitment support, and employee development.

Qualifications:

• Bachelor’s degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field.
• Major Incident Management, ITIL processes, performance management, KPI ownership, and stakeholder management.
• Experience in working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
• Experience with Incident Management, Customer Communication overall coordination of resolution when another groups / tech stack is involved.
• Experience in providing user support for client applications and customer business applications.
• Microsoft MS Office 365 (e.g. Outlook, Exchange, Office etc).
• Atlassian Confluence, Jira
• Great understanding of and good skills with ServiceNow and related modules (reporting, event management, dashboard, Changes/Incidents/Problem management).
• AS400, MUREX, SmartCo, Control-M and banking applications. Critical application support.
• Risk and control mindset
• Good command of written and spoken English.

What you will get from ATA IT :

• 14 days’ vacation in first year
• Health insurance for staff & families
• Life insurance
• Dental fee for staff & families
• Provident fund
• Monetary Assistance (Childbirth, Funeral, Basket Visit)
• Annual Party
• Monthly Activities- Staff Birthday & Company Activities
• Annual Health Check
• Multi-national company with flexible working hours, but professional company culture
• Work from Home Policy