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Team Lead, Managed Services Operations
4 months ago
Job Description
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
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.Workplace type:
On-site WorkingAbout 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.
