Manager, Service Operation Urgent Search

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 its a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Team Lead, IT Technical Support is a developing management role, accountable for gaining the skills to lead and oversee the day-to-day operations management and escalations, as well as managing the provision of technical services to internal clients, ensuring service standards are met or exceeded.

This role ensures the delivery of information technology projects and provides relevant team leadership, whilst fostering a collaborative an innovative team culture focused on operational excellence.

Key responsibilities:

- Ensures that service governance is performed to enable highly available services from delivery teams that are in line with defined SLAs.
- Reviews capacity planning recommendations for the IT solution.
- Works with the service design team to optimize the delivery model through problem analysis.
- Manages and ensures service escalations are resolved.
- Provides advice on process and service improvements and ensure it is implemented by delivery teams.
- Provides recommendations on system improvements and ensures they are recorded on the CSI register and drives the execution and implementation of CSI actions.
- Leads and oversees the identification and automation (increase zero touch tickets) of opportunities and ensures it gets implemented.
- Ensures that service catalogue improvements are identified and reported.
- Works closely with delivery providers to ensure the service aggregation is in line with the partnership agreement.
- Ensures that teams deliver against SLAs and ensures the monitoring of overall case backlogs through real-time dashboards.
- Manages and drives team and user adoption of new product or technology releases.
- Reviews operational reports analysis and recommendations for Availability, Capacity and Performance Management as well as Technology lifecycle management.
- Works with relevant stakeholders on centralized delivery adherence to ITIL processes and functions adherence such as, but not limited to Incident Management, Request Fulfilment, Change Management, Problem Management and Technology Lifecycle Management.
- Provides operational sign-off of centralized delivery during regional service transition and activation.
- Works in conjunction with the relevant internal teams to assess, prioritize, schedule the execution of patching required as part of vulnerability management.
- Builds technical support expertise by promoting the sharing of knowledge between team members.

Knowledge, Skills and Attributes:

- Good problem-solving ability.
- Ability to communicate effectively with people at all levels of the organization.
- Ability to thrive in a challenging, fast-paced IT environment.
- Display a strong client service orientation.
- Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Developing ability to lead and manage a team and operationally plan and manage deliverables.
- Ability to multi-task, set priorities and meet deadlines.
- Knowledge and understanding of information systems and technology areas.
- Ability to facilitate presentations of technical matters to a diverse audience.
- Ability to analyze data and produce reports on issues and recommend resolutions.
- Good negotiation and stakeholder management skills.

Academic qualifications and certifications:

- Bachelors degree or equivalent in Information Technology, Computer Science, or related field.
- Relevant ITIL certification is desirable.
- Service Integration and Management Foundation would be advantageous.
- Problem Management methodology would be advantageous.

Required experience:

- Solid experience in a similar role.
- Experience in IT service delivery management for large multinational.
- Experienced Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
- Experience of IT service Management Systems and technology to support Managed services such as automation and monitoring.
- Process transformation and optimisation experience.
- Experience with remote desktop applications and help desk software.
- Solid experience in tech support, desktop support, or in a similar role.

Workplace type:

About 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.

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