Manager , Global Support Engineering

2 weeks ago

Bengaluru, Karnataka, India NTT Full time

JOB DESCRIPTION


NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Senior Team Lead, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT.

This role ensures managed service is provided to all clients, thereby ensuring 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.

Their 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.

Working at NTT

Key Roles and Responsibilities:
Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
Provides support to all escalated incidents
Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
Acts as emergency support contact as needed, for critical client and business-impacting issues
Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
Timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks
Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates, etc as required
Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services
Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
Implements training and development initiatives for direct reports
Engages with clients for technical operations as part of routine operations
Constantly measures and analyses team's delivery capabilities

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:
Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organisation
Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
Solid demonstrated experience in organisational change management (transformational experience)
Solid demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre
Skills Summary
Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

Workplace type:
On-site Working

Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:
Being part of a

global pioneer –


where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Being at the forefront of

cutting-edge technology –

backed with a 150-year heritage of using technology for good.

With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.

Making a difference –


by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being

your best self –

in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Having ongoing opportunities to

own and develop your career –

with a personal and professional development plan and access to the broadest learning offerings in the industry.

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