KT IS Lead-TnT
DXC Technology
KT IS Lead-TnT
Job Description
Categories: IT Support, Technical Management, Team Leadership
Job Description:
A Tech Lead is in charge of managing a team of 10 – 20 L1 / L2 engineers. He / She receives assignments in the form of objectives with goals and process to meet goals outlined. The responsibility of the Tech Lead would include escalating issues to respective supervisor and HR. He / She would also support disciplinary maintenance of their team. The Tech Lead would be responsible to provide direct advice and guidance to L1 / L2s. They are expected to work on assignments that are complex in nature, where independent action and a very high degree of initiative is required to the resolve the problem and develop solutions to the problems and support any other activities assigned to him / her.
A Tech Lead will apply intermediate foundation of a function's principles, theories and concepts to assignments of limited scope. He / She would utilize professional concepts and theoretical knowledge acquired through specialized training, education or previous experience to exercise independent judgment within defined parameters. He / She is expected to develop expertise and practical knowledge of application within business environment. He / She is expected to be willing to participate in non-standard working-time models (e.g. shift, call availability etc...)
Responsibilities
The primary responsibilities of a Tech Lead are mentioned below, but not limited to:
Coaching of Frontline agents
Build and maintain linkages to Quality while being Process Champions
Establish and maintain linkages to MOD for SLA (Service level Agreement)
Support and govern Case Management
Support Manager on programs related to TCE, Cost and Operation effectiveness.
Technical leaders to team including L2/ Mentors
Incentives, R&R administration, and Leave Planning for the team
Maintain and distribute daily reports related to open volume, FCR etc. and analysis
Segregate the work between SME’s and agents
Support and attend to Supervisory calls
Drive daily huddles along with Team Manager
Transactional escalation handling and provide timely RCA on key escalation / necessary transactions
Coordinating with delivery excellence teams to drive the operational rigor
Participating / drive CIP where required
Operational review meeting
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Locations
- RIYADH, Saudi Arabia
Salary
99,750 - 137,500 USD / yearly
Source: AI Estimation
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Team Managementadvanced
- Technical Leadershipintermediate
- Problem Solvingadvanced
- Coaching and Mentoringintermediate
- Process Improvementintermediate
- SLA Managementintermediate
Required Qualifications
- 3+ years in technical support or engineering roles (experience)
- Prior leadership experience managing teams of 10+ members (experience)
- Bachelor's degree in Computer Science, IT, or related field (degree)
- Specialized training in IT service management (experience)
Responsibilities
- Manage a team of 10-20 L1/L2 engineers, providing direct advice and guidance
- Escalate issues to supervisors and HR while supporting disciplinary maintenance
- Resolve complex problems requiring independent action and high initiative
- Coach frontline agents and build linkages to Quality as Process Champions
- Establish and maintain linkages to MOD for SLA compliance
- Participate in non-standard working models including shifts and call availability
Benefits
- Health: Comprehensive medical, dental, and vision insurance coverage
- Retirement: 401k matching program with company contributions
- Professional Development: Ongoing training, certification support, and career growth opportunities
- Work-Life Balance: Flexible working hours and paid time off including vacation and holidays
Tags & Categories
Answer 10 quick questions to check your fit for KT IS Lead-TnT @ DXC Technology.
Related Books and Jobs
KT IS Lead-TnT
DXC Technology
KT IS Lead-TnT
Job Description
Categories: IT Support, Technical Management, Team Leadership
Job Description:
A Tech Lead is in charge of managing a team of 10 – 20 L1 / L2 engineers. He / She receives assignments in the form of objectives with goals and process to meet goals outlined. The responsibility of the Tech Lead would include escalating issues to respective supervisor and HR. He / She would also support disciplinary maintenance of their team. The Tech Lead would be responsible to provide direct advice and guidance to L1 / L2s. They are expected to work on assignments that are complex in nature, where independent action and a very high degree of initiative is required to the resolve the problem and develop solutions to the problems and support any other activities assigned to him / her.
A Tech Lead will apply intermediate foundation of a function's principles, theories and concepts to assignments of limited scope. He / She would utilize professional concepts and theoretical knowledge acquired through specialized training, education or previous experience to exercise independent judgment within defined parameters. He / She is expected to develop expertise and practical knowledge of application within business environment. He / She is expected to be willing to participate in non-standard working-time models (e.g. shift, call availability etc...)
Responsibilities
The primary responsibilities of a Tech Lead are mentioned below, but not limited to:
Coaching of Frontline agents
Build and maintain linkages to Quality while being Process Champions
Establish and maintain linkages to MOD for SLA (Service level Agreement)
Support and govern Case Management
Support Manager on programs related to TCE, Cost and Operation effectiveness.
Technical leaders to team including L2/ Mentors
Incentives, R&R administration, and Leave Planning for the team
Maintain and distribute daily reports related to open volume, FCR etc. and analysis
Segregate the work between SME’s and agents
Support and attend to Supervisory calls
Drive daily huddles along with Team Manager
Transactional escalation handling and provide timely RCA on key escalation / necessary transactions
Coordinating with delivery excellence teams to drive the operational rigor
Participating / drive CIP where required
Operational review meeting
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Locations
- RIYADH, Saudi Arabia
Salary
99,750 - 137,500 USD / yearly
Source: AI Estimation
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Team Managementadvanced
- Technical Leadershipintermediate
- Problem Solvingadvanced
- Coaching and Mentoringintermediate
- Process Improvementintermediate
- SLA Managementintermediate
Required Qualifications
- 3+ years in technical support or engineering roles (experience)
- Prior leadership experience managing teams of 10+ members (experience)
- Bachelor's degree in Computer Science, IT, or related field (degree)
- Specialized training in IT service management (experience)
Responsibilities
- Manage a team of 10-20 L1/L2 engineers, providing direct advice and guidance
- Escalate issues to supervisors and HR while supporting disciplinary maintenance
- Resolve complex problems requiring independent action and high initiative
- Coach frontline agents and build linkages to Quality as Process Champions
- Establish and maintain linkages to MOD for SLA compliance
- Participate in non-standard working models including shifts and call availability
Benefits
- Health: Comprehensive medical, dental, and vision insurance coverage
- Retirement: 401k matching program with company contributions
- Professional Development: Ongoing training, certification support, and career growth opportunities
- Work-Life Balance: Flexible working hours and paid time off including vacation and holidays
Tags & Categories
Answer 10 quick questions to check your fit for KT IS Lead-TnT @ DXC Technology.
Related Books and Jobs