We are looking for a Service Team Lead to lead Hutabyte's service operations and elevate our end-to-end service management capability in an increasingly AI-enabled era. This role is responsible for leading a team of 24/7 Service Engineers, ensuring service reliability, driving incident and request management excellence, improving customer experience, and building scalable operational practices aligned with modern service management principles.
The ideal candidate combines strong operational leadership with a clear understanding of service governance, continual improvement, automation opportunities, and the future of AI-assisted service delivery. This role is suited for someone who can balance people's management, service performance, and strategic thinking.
Role and Responsibilities
- Team Leadership and Development: Lead, mentor, and develop Service Engineers to strengthen capability, accountability, and career growth.
- Work from Anywhere Enablement: Build a disciplined, collaborative, and high-performing remote work culture across a distributed team.
- Shift Management: Ensure seamless 24/7 service coverage through effective workforce planning, scheduling, and handover quality.
- Service Operations Management: Oversee daily service operations to maintain responsiveness, service reliability, and execution discipline.
- Major Incident and Escalation Management: Serve as the primary escalation point for critical incidents and coordinate timely service recovery.
- Service Level Management and Reporting: Manage SLAs, monitor service performance, and prepare regular operational reports, including incident summaries and RCA.
- Monitoring and Optimization: Analyze ticket trends, identify recurring issues, and drive continual improvement in service quality and efficiency.
- Incident Assessment and Management: Assess incident severity and business impact to ensure appropriate prioritization and response.
- AI-era Service Management: Identify and promote practical use of automation and AI to improve service productivity, knowledge access, and user experience.
Qualifications and Education Requirements
- Bachelor's degree in Information Technology, Electrical Engineering, Information Systems, or related fields.
- Minimum 4 years of experience in NOC, IT operations, or managed service environment.
- Minimum 1 years of supervisory experience in NOC, IT operations, or managed services environment.
- Strong experience in incident management, service operations, and stakeholder communication.
- Experience working in a structured support environment with SLAs, escalation management, reporting, and continual improvement practices.
Preferred Skills
- ITIL 4 Foundation, ISO/IEC 20000 familiarity, or other relevant service management certification preferred.
- Strong understanding of IT infrastructure, including operating systems (Windows/Linux), network protocols (TCP/IP, DNS, VPN), routing, telecommunications, security, and IoT.
- Demonstrated ability to handle critical incidents and implement root cause analysis effectively.
- Exceptional communication skills to convey technical information to technical and non-technical audiences.
- Skilled in creating concise and comprehensive technical documentation.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- This is a Work from Anywhere role, but candidates must demonstrate strong remote work discipline, responsiveness, and collaboration habits.
How to Apply
Send your CV to [Confidential Information] with subject (Position_Your Name).
