Lead Specialist

Job Requirements

• 6+ years of experience in a Global Service Desk, Technical Support Center (TSC), Enterprise

Monitoring Services (EMS), NOC, IT Help Desk, or Customer Support environment.

• Minimum 2+ years of experience in a technical lead, senior specialist, or SME capacity

supporting enterprise environments.

• Strong expertise in troubleshooting Windows operating systems, POS systems, enterprise

applications, retail technologies, hardware, peripherals, and networking concepts.

• Experience working with ticketing and monitoring platforms such as ServiceNow, Jira, Remedy,

SolarWinds, Splunk, Dynatrace, SCOM, New Relic, or similar tools.

• Strong understanding of Incident Management, Major Incident Management, Problem

Management, Change Management, and Service Desk Operations.

• Demonstrated ability to lead technical incident resolution efforts across multiple support

teams and technology domains.

• Experience coordinating bridge calls, technical escalations, and service restoration activities

for critical incidents.

• Strong understanding of SLA, KPI, and operational performance management.
• Hands-on experience in enterprise monitoring, event correlation, alert management,

automation, and proactive service management.

• Knowledge of ITIL framework and service management best practices.
• Experience supporting retail operations, POS systems, store infrastructure, and enterprise

applications is preferred.

• Ability to provide technical leadership, mentoring, and guidance to support teams without

direct people-management responsibilities.

• Strong analytical and problem-solving capabilities with expertise in root cause analysis and

continuous improvement initiatives.

• Excellent communication and stakeholder management skills with the ability to engage

technical and business teams