I. PURPOSE
The MIS Team Lead (L3) provides senior technical leadership and operational oversight for managed infrastructure services. The role ensures SLA compliance, service quality, and alignment across services such as network, cybersecurity, servers, cloud, applications, unified communications, and data centers. As the highest escalation point, the Team Lead handles complex issues, leads root cause analysis, and drives continuous improvement.

II. DUTIES AND RESPONSIBILITIES

• Lead technical operations, act as final escalation for critical incidents, and ensure timely service restoration through advanced troubleshooting and RCA.
• Oversee service delivery, ensuring SLA/KPI compliance, effective incident and request handling, and adherence to ITIL processes including change and risk management.
• Supervise and mentor L1/L2/L3 engineers, ensure 24/7 operational readiness, and support training and skill development.
• Coordinate with internal teams and clients, provide updates during major incidents, and represent the team in meetings and escalations.
• Maintain and improve operational processes, documentation, and workflows to enhance service quality and efficiency.
• Drive continuous improvement through post-incident reviews, system enhancements, and evaluation of new technologies.

III. QUALIFICATIONS

• Bachelor’s degree in IT, Engineering, or related field.
• At least 8 years of IT infrastructure experience, including 3 years in an L3 or leadership role.
• Strong expertise across infrastructure domains (e.g., networking, cybersecurity, cloud, servers, or data centers).
• Knowledge of ITIL and managed services operations.

IV. CORE COMPETENCIES & METRICS

• Advanced troubleshooting, leadership, and customer focus.
• Strong technical breadth, process discipline, and decision-making under pressure.
• Measured by SLA/KPI compliance, incident resolution time, RCA quality, team readiness, and client satisfaction.