Team Lead, Managed Services Operations
3 weeks ago
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?
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
- 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.
- 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.
Skills Summary
Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations ManagementWhat will make you a good fit for the role?
Workplace type:
On-site WorkingJoin 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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