MIS Team Lead

I. PURPOSE

The MIS Team Lead (L3) provides senior technical leadership and operational oversight for enterprise Managed Infrastructure Services. This role acts as the highest technical escalation point, ensuring SLA compliance, service quality, and continuous improvement across network, cybersecurity, cloud, compute, applications, voice, and data center services.

II. KEY RESPONSIBILITIES

Technical Leadership & Escalation

• Serve as L3/final escalation for critical infrastructure incidents.
• Lead advanced troubleshooting, diagnostics, and service restoration.
• Drive root cause analysis and preventive actions for recurring issues.

Service Operations & Delivery

• Ensure reliable service delivery aligned with the Managed Services Catalogue.
• Coordinate with L1/L2 teams to meet SLAs, KPIs, and ITIL-based processes.
• Participate in change management and risk assessments.

Team Leadership