Manager , Global Support Engineering

4 days ago

bangalore, India NTT DATA Full time

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 Senior Team Lead, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures managed service is provided to all clients, thereby ensuring 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. Their 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

Key Roles and Responsibilities:

Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in natureWorks independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLAProvides support to all escalated incidentsShares such knowledge, to resolve issues, document them, and push the knowledge down to other engineersActs as emergency support contact as needed, for critical client and business-impacting issuesEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftTimely escalation of all tickets to management with ensuing updates, where applicableProactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasksSystematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practicesUses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environmentsCoaches teams within remit by offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as requiredDrives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed servicesProvides operational support and continuous service improvement post client handover from Technical Services (or other) teamsImplements training and development initiatives for direct reportsEngages with clients for technical operations as part of routine operationsConstantly measures and analyses team’s delivery capabilities


Knowledge, Skills and Attributes:

Demonstrated organisational and team leadership skillsExcellent communication skills – both verbal and writtenAbility to collaborate with internal stakeholders and external clientsAbility to understand budgets and cost managementEffective time management and prioritisation of workAbility to delegate work across the teamExcellent focus on client centricityHighly focused on business outcomesAbility to guide the team through transformational objectives set out by the businessAbility to communicate and work across different cultures and social groupsAbility to work well in a pressurized environmentAbility to adapt to changing circumstances


Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor’s or equivalent degreeITIL certification


Required Experience:

Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organisationSolid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)Solid demonstrated experience in organisational change management (transformational experience)Solid demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre

Workplace type:

On-site Working

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.

Apply from local Career site Apply from local Career site Back to search results

  • Manager , Global Support Engineering

    3 months ago

    bangalore, India NTT Full time

    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...

  • Manager , Global Support Engineering

    3 months ago

    bangalore, India NTT DATA Full time

    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...

  • Senior Engineer, Global System Support

    4 months ago

    bangalore, India Enphase Full time

    Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the...

  • Senior Engineer, Global System Support

    4 days ago

    bangalore, India Enphase Full time

    Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the...

  • Sr. Engineer, Global System Support

    4 months ago

    bangalore, India Enphase Full time

    Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the...

  • Sr. Engineer, Global System Support

    4 days ago

    bangalore, India Enphase Full time

    Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the...

  • Global Desktop Support Specialist

    3 weeks ago

    bangalore, India First Brands Group, LLC Full time

    First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe.We are a team of professionals dedicated to...

  • Deputy Manager- Global HRIS

    3 days ago

    bangalore, India HGS - Hinduja Global Solutions Full time

    Role, Duties and Responsibilities • Passion for People Technology innovation, knowledge of the HR System landscape, experience in implementing new People technology platforms • Ability to translate business objectives and needs into a clear vision and road map, and in clear requirements. And then support the execution of that vision. • Outstanding...

  • Deputy Manager- Global HRIS

    3 weeks ago

    bangalore, India HGS - Hinduja Global Solutions Full time

    Role, Duties and Responsibilities• Passion for People Technology innovation, knowledge of the HR System landscape, experience in implementing new People technology platforms• Ability to translate business objectives and needs into a clear vision and road map, and in clear requirements. And then support the execution of that vision.• Outstanding...

  • Engineering Manager

    3 days ago

    bangalore, India Papaya Global Full time

    Papaya Global is reinventing global payroll and workforce management. Our automated platform helps companies hire, onboard, manage, and pay people in more than 160 countries. We are looking for a talented Engineering Manager to join our growing team. In this role, you will have a significant impact on the business by ensuring that your expertise translates...

  • Deputy Manager- Global HRIS

    4 days ago

    bangalore, India HGS - Hinduja Global Solutions Full time

    Role, Duties and Responsibilities • Passion for People Technology innovation, knowledge of the HR System landscape, experience in implementing new People technology platforms • Ability to translate business objectives and needs into a clear vision and road map, and in clear requirements. And then support the execution of that vision. • Outstanding...

  • Global Desktop Support Specialist

    2 weeks ago

    Bangalore, India First Brands Group, LLC Full time

    First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe. We are a team of professionals dedicated...

  • Engineering Manager

    3 weeks ago

    bangalore, India Papaya Global Full time

    Papaya Global is reinventing global payroll and workforce management. Our automated platform helps companies hire, onboard, manage, and pay people in more than 160 countries. We are looking for a talented Engineering Manager to join our growing team. In this role, you will have a significant impact on the business by ensuring that your expertise translates...

  • Global Design Engineering Manager

    1 month ago

    Bangalore Urban, India Dover India Full time

    Job Title: Global Design Engineering ManagerEngineering Travel Required

  • Engineering Manager

    4 days ago

    bangalore, India Papaya Global Full time

    Papaya Global is reinventing global payroll and workforce management. Our automated platform helps companies hire, onboard, manage, and pay people in more than 160 countries. We are looking for a talented Engineering Manager to join our growing team. In this role, you will have a significant impact on the business by ensuring that your expertise translates...

  • Global Product Manager

    4 days ago

    bangalore, India Novo Nordisk AS Full time

    Department – Commercial, GBS We are looking for Global Product Manager in Commercial unit based out of Global Business Service (GBS), Bangalore, India. At Novo Nordisk we use our skills, dedication & ambition to help people with diabetes. Is your ambition to create visible results? Are you enthusiastic about understanding the business and bringing...

  • Global Product Manager

    2 weeks ago

    bangalore, India Novo Nordisk AS Full time

    Department – Commercial, GBS We are looking for Global Product Manager in Commercial unit based out of Global Business Service (GBS), Bangalore, India. At Novo Nordisk we use our skills, dedication & ambition to help people with diabetes. Is your ambition to create visible results? Are you enthusiastic about understanding the business and bringing...

  • Deputy Manager- Global Hris

    3 weeks ago

    Bangalore City, India HGS - Hinduja Global Solutions Full time

    Role, Duties and Responsibilities Passion for People Technology innovation, knowledge of the HR System landscape, experience in implementing new People technology platforms Ability to translate business objectives and needs into a clear vision and road map, and in clear requirements. And then support the execution of that vision. Outstanding communication...

  • Deputy Manager- Global Hris

    1 week ago

    Bangalore City, India HGS - Hinduja Global Solutions Full time

    Role, Duties and Responsibilities- Passion for People Technology innovation, knowledge of the HR System landscape, experience in implementing new People technology platforms- Ability to translate business objectives and needs into a clear vision and road map, and in clear requirements. And then support the execution of that vision.- Outstanding...

  • Manager, IT Support

    4 days ago

    bangalore, India Databricks Full time

    GAQ325R30 Mission At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth. The Manager IT Support oversees a team of IT support professionals in the APAC region in providing...