Manager , Global Service 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 is a people management role responsible for ensuring the delivery of managed services to our clients within Region/Country or Managed Services Division. This role is responsible for ensuring the efficient operation, optimisation, and continuous improvement of less complex managed services. This role will manage and deploy targeted managed services programmes to help accelerate sales, client engagement and service delivery. This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

Working at NTT

Key Roles and Responsibilities:

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. Prepare monthly scorecards aligned with yearly key performance indicators (KPIs). Monitor engineers' performance, identifying training and coaching needs to enhance skills. Lead daily team huddles, driving performance-enhancing solutions and fostering cohesive teamwork. Keep track of process changes, updating the team and relevant documentation. Identify process gaps and shortcomings, providing recommendations for continuous improvement. Provide daily backlog reports to relevant stakeholders. Cultivate an environment based on trust, open communication, creative thinking, and collaborative teamwork. Serve as the primary point of contact for first-level escalations, both internal and external. Update and maintain training materials, systems documentation, and policy/procedure manuals. Ensure team members receive necessary personal development and training opportunities.

Knowledge, Skills and Attributes:

Knowledge of managed services concepts, IT service management (ITSM) practices, and industry best practices Understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data centre and collaboration Good client-facing and communication skills, with the ability to build and maintain strong client relationships Good interpersonal and verbal and written communication skills Ability to inspire and mentor a team Great collaboration skills and are able to interact professionally Ability to work in a team environment and contribute to their success Ability to facilitate presentation of technical and complex matters to a diverse audience Ability to analyse data and produce reports on issues and recommend resolutions Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge Ability to coordinate team activities and operationally plan and manage deliverables Solid attention to detail Ability to multi-task, set priorities and meet deadlines Familiarity with ITIL (Information Technology Infrastructure Library) practices is desirable Ability to work collaboratively with cross-functional teams and stakeholders

Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Information Technology or Business Administration or related ITIL certification

Required Experience:

10+ Years of total industry experience and 3+ years of experience in managing a team Solid experience in managing an information technology services team, preferably within a global matrixed organisation Solid experience in a large-scale organisation Solid experience working with vendors and/or service providers Solid experience working in a team-oriented, collaborative environment Solid experience in a managed services role within an information technology services environment

Skills Summary

Contract Management, Financial Acumen, IT Service Management (ITSM), Managed Services Delivery, People Management, Profit and Loss (P&L) Management, Project Management, Sales Growth

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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