Technical Lead

4 weeks ago

Bengaluru, Karnataka, India NTT Full time

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.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting company business processes and technical information systems platforms. Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, application software, installation of network hardware/software and database management. Provides direction for the effort required to protect the company's data, tools and information systems. Ensures infrastructure architecture standards maximize efficiency and support platform compatibility. Usually requires subject matter knowledge of user group for practical application of system characteristics. Coordinates delivery of services to user groups and ensures IT service is uninterrupted. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you'll be doing

The role of Managed Services Engineering Management is responsible for managing, leading, and coordinating the activities of the MS engineering team in ensuring proactive managed service is provided to all clients, in maintaining the operation of their IT infrastructure and systems. The role is responsible for supporting multiple platform infrastructures and application monitoring by ensuring the delivery and maintenance of IT system event management, monitoring, and incident mitigation and remediation capabilities.

Key Role and Responsibilities:

  • Responsible for installation, configuration and fault management process implementation
  • Assist with the development of a managed services engineering strategy, operational processes, standards and policies
  • Ensure that all direct reports adhere to operating procedures and standards in delivery of outsourced engineering services to clients to meet and exceed service level agreements
  • Initiate and implement engineering framework based around ITIL including SLAs and KPIs
  • Develop and ensure the implementation of procedures in terms of incidents, root cause analysis, problem management, communication and incident management
  • Ensure all incoming tickets are appropriately assigned to the engineers and follow-ups are performed to close the tickets within the agreed SLAs
  • Maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model
  • Work or follow-up with the Engineering teams on critical issues and be a point of contact to clarify if any process, procedural, accountability issue arises
  • Establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels
  • Produce breach and other reports that are necessary for the correct operation of processes, identifying failures and short-comings in the current processes and make and ensure the implementation of improvement initiatives
  • Liaise with relevant stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution
  • Engage internal teams, NTT stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided
  • Manage and provide leadership to a team in fulfilling MS engineering function with the highest level of efficiency and client satisfaction

Knowledge, skills and attributes:

  • Possess sound knowledge of communications infrastructure and systems
  • Excellent leadership and management capability
  • Good strategic and critical thinking skills
  • Deep understanding and knowledge of managed services operations and engineering functions
  • Understands budgets and cost management
  • Effective time management, prioritisation and delegation of work
  • Cost-benefit analysis and general commercial acumen
  • Excellent interpersonal, business management and customer-service skills
  • strong knowledge of operating system and virtualized platforms

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology, Engineering, IT Security or other related discipline preferred
  • Relevant technical certifications preferred
  • ITIL certification required

Experience required:

  • Demonstrated experience in operational management of people, process and technology
  • Demonstrated experience in a managerial / team lead role in an engineering or platform support capacity
  • Demonstrated experience in organisational change management (transformational experience)
  • Solid experience in coaching and mentoring teams daily
  • Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
  • Demonstrated experience of supporting enterprise hardware and relevant server software

Skills Summary

Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

What will make you a good fit for the role?

Remote Type

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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