About The Role

This position is responsible for leading and guiding a team of direct or indirect reports to meet specific individual and team orientated business objectives that contribute to Datavail's ability to provide best in class technical support to its customers across the globe.
Responsible for the performance of their team and obligated to use empirical data, customer satisfaction surveys, scorecard metrics or other means available to assess and then coach team.
Expected to locate or personally provide training that will facilitate the team in reaching business objectives and aid individuals in reaching personal goals.
Proactive in understanding company policy.
Assess the potential impact of these policies to ensure a smooth implementation for affective compliance.
Expected to contribute to any project that affects their team's business objectives.

Define and communicate the team's business objectives.
Create plans for both the team and individuals that will facilitate achieving business objectives or individual goals.
Clearly demonstrate and articulate these plans to the team or individual.
Observe the status quo and its effectiveness and be willing to become a force of change
as necessary to improve it.

Provide technical leadership & guidance to direct reports.
Be Single Point of Contact for escalated issues between internal & external stakeholders.

Improve working policies and procedures to ensure they are successful and ensure that the team

is compliant.

Take complete ownership of the day-to-day team activities and directly work with the leads to

identify gaps and implement remedies.

Responsible for the team and delegate work to help develop them in their roles and realize their potential.
Responsible for the SLA and OLA (in terms of MTTA, MTTS and MTTR) and organize necessary

trainings to align the performance with organizational expectations.

Monitor delivery of these targets and take steps to address any inadequacies.
Develop the team and Identify training needs to help meet current and projected tasks (e.g.,

resources, skills, process).

Motivate and help the team to deliver high quality and high productivity and encourage a culture of

innovation.

Value and recognize ideas and the contribution of all team members and coach them to perform

to the best of their ability.

Consciously review mistakes and successes to improve performance.
Set up programs for continuous knowledge transfer and learning within the teams.
Proven experience in incident and problem management, root cause analysis, security and

manage internal projects.