Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion it's a place where you can grow, belong and thrive.
Your day at NTT DATA
The Team Lead, Managed Services Operations is the entry-level job within the MS Operations Management job family. This role is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.
What You'll Be Doing
Key Roles and Responsibilities:
- Lead and manage a team of mid-level support engineers responsible for cloud infrastructure support operations and service delivery.
- Manage and lead the team's operations in a 24x7 service delivery environment.
- Monitor the ticket queue and reports, ensuring that all tickets are addressed within established SLAs.
- Ensure timely responses to client emails and communications from stakeholders.
- Work with Incident Management team for high-impact issues in collaboration with technical teams and declare major incidents.
- Participate in Priority 1 (P1) and Major Incident (MI) calls, overseeing stakeholder communication during incidents.
- Monitor and review backlog tickets, ensuring they have the latest updates and are appropriately prioritized.
- Oversee critical and long-pending tickets to ensure proper procedures are followed and escalations are made when necessary.
- Monitor queue distribution to ensure equitable workload distribution among team members.
- Conduct regular ticket reviews to ensure adherence to handling procedures and timely closure.
- Monitor and ensure that the team achieves targeted SLAs, addressing potential breaches through corrective actions and improvement plans.
- Manage shift scheduling for the team and maintain records of leaves.
Knowledge, Skills and Attributes:
- Demonstrated organisational and team leadership skills
- Excellent communication skills both verbal and written
- Ability to collaborate with internal stakeholders and external clients
- Ability to understand budgets and cost management
- Effective time management and prioritisation of work
- Ability to delegate work across the team
- Excellent focus on client centricity
- Highly focused on business outcomes
- Ability to guide the team through transformational objectives set out by the business
- Ability to communicate and work across different cultures and social groups
- Ability to work well in a pressurized environment
- Ability to adapt to changing circumstances
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor's or equivalent degree
- ITIL certification
Required Experience:
- Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organisation
- Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
- Demonstrated experience in organisational change management (transformational experience)
- Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre
Workplace type:
On-site Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
