IT Field Engineer Team Lead

Key Deliverables: Compliance with the Company policies Incident and Problem Management 100% response time SLA-Response back to GSD Achieve <.5% of all service calls being escalated to the FE team. 100 % SLAs provide update to GSD of leaving on site engagement. Achieve 100% SLA for scheduled on site engagements Transition of Services for the Company Clients 100% attendance to scheduled client DC and OHS inductions Attendance and completion of all physical and logical audits activities scheduled < 3 days subject to client availability Inventory Management This applies in location where FE’s are located.

100% accuracy in the completion on IMRs 98.5% quarterly inventory accuracy across all locations where the Company inventory personnel are stationed Meet 100% OLAs for quarterly stocktakes in locations where no Company inventory are stationed. 100 % response time OLA to logistics and IMR requests 100% completion SLA to next flight IMR request Sparing for New Accounts Oversee the entire sparing process Ensures that sparing is properly conducted within OLAs Evaluate client enrolled assets and recommend parts for sparing Coordinate with Logistics on parts sourcing for sparing Submit recommended spare parts purchase for approval Upload in Netsuite-CMDB complete information of enrolled assets for SDM verification Disseminate information on the transition progress of new accounts Out of scope field work 98% SLA monthly SLA out of scope quotations with 48 hours of call being logged.

Certification and Training Accountabilities : Ensure all commitments made to the customer are met, or re-scheduled with the customer’s knowledge and approval Ensure clear lines of communication are met between Support Services Manager and FE’s Ensure clear lines of communication are met between GSD and FE’s Comply fully with thecompany policy to protect the interest of Company at all times Monitoring New FE’s 2nd Level Technical Assistance: Provide technical support to the FE team on escalations Mentor the FE’s to allow them to develop their technical skills further Provide documentation through Knowledge Base articles Procedural Guidance for FE team: Thorough knowledge of current FE team procedures Update procedural documentation when required Proactively update procedural documentation for improvements Human Resources Management and Planning: Reporting of FE performance at the end of their probationary period Reporting of other FE performance to the CTSO Assistance and suggestions in recruiting (to be reported to CTSO) Service Call Updates: Ensure that FE is providing accurate call updates to the GSD in timely fashion until closure of the service call OH&S Work Environment: Ensure that the technical work areas remain clean and organized at all times Ensure that the warehouse remains clean and organized where practical Ensure that the FE team adheres to all OHS requirements, including for lifting, cabling, rack mounting and equipment in rooms are not obstructing walkways.

Training and Certifications FE Team Tactical Operational Planning