The Support & Team Lead serves as the primary service coordinator for a designated Digital Certification & Inspection Services support team. This role acts as the local counterpart to the tower's service management, ensuring that service directives, operational priorities, and performance expectations are executed effectively across tower operations. The coordinator orchestrates day‑to‑day tower activities across L3 Support & Development levels, driving service stability, resolving operational issues, and maintaining alignment with business needs.
Key Responsibilities
Daily to Weekly Responsibilities
- Coordinate daily service execution across L3 Support & Development teams, ensuring alignment with defined service directives and operational priorities.
- Monitor SLAs and SLOs for the assigned tower, initiating corrective actions when deviations occur.
- Lead L3 & Development team's planning, workload and act a Scrum Master, managing dailies & team coordination.
- Lead major incident management for the tower, including war room coordination, impact assessment, and structured communication until resolution. & define technical approaches to solution.
- Execute the role of lead developer, in support of L3 and Development teams when necessary.
- Collaborate with L2 Cluster Leads to drive resolution of complex incidents and recurring operational issues.
- Activate and coordinate L3 involvement for complex incidents requiring expert knowledge, ensuring visibility and alignment with Delivery Leads.
- Oversee operational changes impacting the tower, ensuring changes are delivered according to priority, risk criteria, and service expectations.
- Maintain continuous visibility of tower operational health, identifying risks, recurring issues, and constraints affecting service stability.
Monthly to Quarterly Responsibilities
- Review tower service performance with Service Managers, focusing on SLAs, SLOs, and overall service stability.
- Analyze incident trends and recurring issues, agreeing on improvement actions with L2 (and L1 where applicable).
Yearly Responsibilities
- Contribute to the annual review of the tower's service management model, identifying opportunities to enhance service stability, resilience, and operational efficiency.
- Provide input for tower capacity and skills planning based on service evolution and operational demand.
Key Interactions
- IT Business Tower Portfolio Owners: Alignment on operational priorities, risks, and structural issues affecting tower performance.
- Tower Management Teams: Service Managers / Delivery Leads: Ongoing coordination on service directives, priorities, and expectations. Alignment on L3 involvement and ensuring consistency with delivery priorities.
- L3 / Developers: Engagement for expert support on complex incidents and structured involvement when required.
If required:
- L2 Cluster Leads: Collaboration to ensure incidents and request progression and removal of operational blockers. Progressive training to support team knowledge acquisition.
- L1 Lead: Targeted coordination on first‑level activities, triage quality, and escalation processes.
