ATS - Applicants Tracking System

Simply Intuite.

Service Operations Team Lead

FullTime Kenya, Nairobi Posted 22/03/2022, 2 years ago

Industry: Computer and information technology

Role: Information technology

Salary Range: Confidential

Closing: 15/03/2022

Client: Confidential

Reports To:    Service Operations Manager

Our client is a young, agile, and dynamic B2B service provider for many large reputable companies within the technology, betting, and gaming industries. The company has a fast-paced multinational culture and a fantastic opportunity for stepping up in your career and becoming an instrumental part of the team.


The Service Operations Team Leader oversees the Service Operations teams (Tier 1-First Line Support Team, GNOC, Shift Management and Service Delivery). The candidate is expected to perform Shift Management duties on occasion and to provide command and control of enterprise outages, identify and notify the Critical Incident Manager, perform business communication updates, and support incidents as required. He/she will focus on building a high-performing team driven to consistency, operations excellence, and superior customer service to the business. The candidate is responsible for developing, managing, and maintaining the Key Performance Indicators (KPI) of the Service Operations teams and ensures any issues are escalated to the Service Operations Manager.



  • Responsible for developing, implementing and continuous improvement of  IT Operations processes concerning Incidents, Problems, Events, Service Requests and Changes and reviewing them with the Team Manager.
  • Responsible for the measuring, tracking, and developing Key Performance Indicators of the Product Operations Team (KPI). Review and address issues with the Service Operations Manager.
  • Mean Initial Time to Respond (MITR) for Major Incidents
  • Mean Initial Time to Respond (MITR) and Mean Time to Resolve (MTTR) for all Service Requests
  • Delivery Reliability for all PBIs assigned to First Line Support, GNOC and Delivery/Technical Writers
  • Tracking Mean Time to Resolve (MTTR) of Action Items related to Problem Records
  • Primary escalation contacts on issues with Shift Management, Incident Management or Problem Management; or Service Request Fulfilment from First Line Support Team. Escalate issues with the Team Manager.
  • Manage Key Processes:
  • Oversee all aspects of the major incident management process, from alert detection or receipt of incident tickets from the customer/business to incident resolution.
  • Maintain JIRA Service Management incident tickets as per Standards and follow through with all related parties until ticket closing. Ensure follow-ups from previous shift teams or open tickets are made.
  • Process Incident Reports for review with the Service Operations Manager.
  • Monitor release deployment by Developers and Third-parties in relation to possible impact on business KPI.
  • Collaborate with the Service Delivery Manager for any continuous improvement on procedures followed by the team to prevent or minimize issues in the implementation of the incident and problem management process.
  • Escalate to or work with the Development team and Consultants in order to address incidents, defects, and problem updates.
  • Ownership of the JIRA Service Management Templates and the Processes relevant to it.


  • The candidate is expected to perform Shift Management duties on occasion which includes the following Processes:
  • Major Incident Management
  • Coordination of major and minor incident investigations using JIRA Service Management and different ticketing platforms of provider partners.
  • Manage communications to senior management and various business teams
  • Ensure incident and change advisories are sent in time and with accurate information.
  • Ensure incident updates to Senior Management are accurate and reviewed with the Product Operations Manager.
  • Event Management System
  • Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
  • Recommend or work with Product Operations Manager to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities
  • Problem Management
  • Ensures Post-Incident Reviews are conducted in a timely manner and actions items are followed through to completion. Conducts Post-Incident Reviews in case Service Operations Manager is unavailable.
  • Ensure ITOPS Problem Records are maintained and actions items from Problems are followed through to completion.
  • Ensure 20% of the ITOPS Sprints are dedicated to resolving technical debt and action Items from Problem


  • Delivery: Enforce Standards defined for Delivery/Sprint Management, continuously try to improve the Delivery and Change Management process, and review them with the Service Delivery Manager and Product Operations Manager.
  • Acts as an internal Project Manager for certain IT Operations projects raised in the Sprints that will impact Product Operations area.
  • Changes: Enforce Change Standards within ITOPS including the scheduling of Risky Changes in accordance with the available Change time slots defined with the Business. Ensure Change Calendar is always updated.
  • Roadmap: Ensure that the JIRA Roadmap is continuously updated and reported to the ITOPS Management Team.
  • Documentation:
  • Design Documentation Templates with Technical Writers and review them with the Service Delivery Manager and Product Operations Manager
  • Help to enforce these standards to everyone in IT Operations by highlight any deviation to the document owner or manager
  • Reporting
  • Ensures delivery of all recurring Reports (Monthly, Sprint Report, Programme Board) and reviews them with the Product Operations Manager.
  • Provide required reporting of issues during the shifts and handover transition documents.


  • Administrative: Perform administrative duties of Team Lead i.e., Shift Rota scheduling, reviewing HR Timesheets & leave forms
  • Enforcement of Code of Conduct
  • Ensure customer satisfaction and gracefully handle any complaints from customers.


  • Relevant experience in Service Delivery, Incident Management, Change and Problem Management Process.
  • Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e., Slack, Status page, Skype, and others.
  • Experience working with event management systems and network/infrastructure/application monitoring tools.
  • Exceptional business communication skill.
  • Team management abilities.
  • Has people management and organisational skills.
  • Relevant degree and education. BSc in Information Technology or similar field 

NB: Flexi Personnel does not charge candidates for job placement