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Senior Manager, Service Delivery Operations

1 week ago

Bengaluru, Karnataka, India NTT DATA, Inc. Full time
Job Overview

The Senior Team Lead, Service Delivery Client Engineering plays a crucial role in driving remote support for various service delivery management activities. This position requires strong technical expertise and leadership skills to manage a team of technical engineers.

The role involves overseeing first call resolution for Support Services and EUC services, as well as other critical tasks such as RMA process, incident log analysis, and preventative support maintenance and reporting.

Key Responsibilities:

  • Responsible for managing the overall team, including L1, L1.5 technical engineers, and technical leads.
  • Ensures client services are delivered according to agreed SLAs and reports any deviations or improvements.
  • Leads daily huddles to discuss performance-enhancement solutions and identifies gaps in current processes.
  • Develops personal growth opportunities for team members and maintains organizational effectiveness.