Managed Services Operations Team Lead

4 weeks ago

Bengaluru, Karnataka, India NTT DATA Full time

Job Description

Make an impact with 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.

Your role at NTT DATA

The Team Lead, Managed Services Operations is the entry-level job within the MS Operations Management job family. This role is responsible for ensuring managed service is provided to all clients, to ensure 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. The 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.

Key Responsibilities:

  1. Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
  2. 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
  3. Provides support to all escalated incidents
  4. Shares knowledge, to resolve issues, document them, and push the knowledge down to other engineers
  5. Acts as emergency support contact as needed, for critical client and business-impacting issues
  6. 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
  7. Timely escalation of all tickets to management with ensuing updates, where applicable
  8. Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks
  9. Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
  10. Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
  11. Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams
  12. Performs quality audits, covering process, service experience, ticket updates, etc as required
  13. Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services
  14. Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
  15. Implements training and development initiatives for direct reports
  16. Engages with clients for technical operations as part of routine operations
  17. Constantly measures and analyse 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

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 degree
  • ITIL certification

Required Experience:

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

Workplace type:

Hybrid 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 organisations 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.

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