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Global Support Engineering Team Lead
1 month ago
About the Role:
As a Senior Team Lead, Managed Services Operations at NTT DATA, you will be responsible for ensuring service delivery at the highest level, 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.
Key Responsibilities:
* 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 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 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
* Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
* Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
* Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams
* Performs quality audits, covering process, service experience, ticket updates, etc as required
* Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services
* Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
* Implements training and development initiatives for direct reports
* Engages with clients for technical operations as part of routine operations
* Constantly measures and analyses team's delivery capabilities
Requirements:
* Demonstrated organisational 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 prioritisation of work
* Ability to delegate work across the team
* Excellent focus on client centricity
* Highly focused on business outcomes
* Ability to guide the team through transformational objectives set out by the business
* Ability to communicate and work across different cultures and social groups
* Ability to work well in a pressurized environment
* Ability to adapt to changing circumstances
What We Offer:
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
How to Apply:
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you
