Senior Team Lead
3 weeks ago
Job Overview
As a Senior Team Lead - Managed Services Operations at NTT DATA, you will be responsible for overseeing the delivery of managed services to clients. This role involves proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure client satisfaction and compliance with service level agreements.
Key Responsibilities
- Monitor work queues and provide support to clients with highly technical or sophisticated tickets
- Work independently to perform operational tasks and resolve escalated incidents within agreed service level agreements
- Provide support for all escalated incidents and share knowledge to resolve issues
- Act as an emergency contact for critical client and business-impacting issues
- Ensure shift handover processes highlight key escalated open tickets and provide updates to management as necessary
- Proactively identify and implement automation opportunities to optimize effort and routine tasks
- Use operational and diagnostic procedures to resolve escalated tickets in complex client environments
- Coach teams and offer technical expertise to drive service delivery and improve quality
- Perform quality audits and drive service delivery improvements
Requirements
- Demonstrated organizational and team leadership skills
- Excellent communication skills, both verbal and written
- Ability to collaborate with internal stakeholders and external clients
- Ability to understand budgets and cost management
- Effective time management and prioritization of work
- Ability to delegate work across the team
- Highly focused on business outcomes and client centricity
- Ability to guide the team through transformational objectives
- ITIL certification and relevant experience in coaching and mentoring engineering teams
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.
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.
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