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Senior Team Lead, Managed Services Operations

1 month ago

Bengaluru, Karnataka, India NTT Full time
About the Role

We are seeking a highly skilled Senior Team Lead, Managed Services Operations to join our team at NTT DATA. As a key member of our organization, you will be responsible for ensuring the successful delivery of managed services to our clients, ensuring their IT infrastructure and systems remain operational.

Key Responsibilities
  • Monitor work queues and provide support to clients with highly technical or sophisticated issues
  • Work independently to resolve escalated incidents and requests within agreed service level agreements
  • Provide support to all escalated incidents and share knowledge to resolve issues
  • Act as emergency support contact for critical client and business-impacting issues
  • Ensure shift handover processes highlight key escalated open tickets and upcoming operation critical tasks
  • Timely escalate tickets to management with updates, where applicable
  • Proactively identify and implement effort optimization and automation of routine tasks
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
  • Coach teams by offering technical expertise and pushing work down to other engineering teams
  • Perform quality audits, covering process, service experience, and ticket updates
  • Drive service delivery to clients and apply standardized service management service operations
  • Provide operational support and continuous service improvement post-client handover
  • Implement training and development initiatives for direct reports
  • Engage with clients for technical operations as part of routine operations
  • Constantly measure and analyze team delivery capabilities
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
  • 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 field
  • ITIL certification
Required Experience
  • Solid experience in coaching and mentoring engineering teams gained within an information technology services organization
  • Solid demonstrated experience implementing continual service improvement initiatives
  • Solid demonstrated experience in organizational change management
  • Solid demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre
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.

We are 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.