Senior Team Operations Manager
3 weeks ago
Key Responsibilities
The Senior Team Lead, Managed Services Operations will be responsible for the successful delivery of managed services to clients. The primary objective is to ensure that contracted managed services outcomes are delivered to the client and assist with the planning, building, and supporting of delivering managed services to meet business objectives.
- Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
- Works 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 SLA.
- Provides support to all escalated incidents.
- Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
- Acts as emergency support contact as needed, for critical client and business-impacting issues.
- Ensures that the shift handover process highlights any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
- Timely escalation of all tickets to management with ensuing updates, where applicable.
- Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.
Requirements
- Solid experience in coaching and mentoring engineering teams gained within an information technology services organization.
- Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
- Solid demonstrated experience in organizational change management (transformational experience).
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.
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