Senior Team Lead, Services Operations

3 months ago

Bengaluru, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Team Lead, Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures support services is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through overseeing the technical support of NTT clients by field engineers, technicians and support specialists who play a pivotal role in diagnosing, troubleshooting and repairing one or more of the following - complex infrastructure, or networking and wireless networking systems.

This role has the core responsibility of supervising engineers who work on resolving issues reported by NTT clients.

What you'll be doing

Key Roles and Responsibilities:

Plans, coordinates, and monitors the execution of operational activities and processes in order to deliver on approved operational plans and to continuously improve service deliveryEnsures that services are delivered effectively and efficiently by carrying out routine operational tasksIdentifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilitiesRecommends best practice for the deployment and ongoing operations management and technical support for service contractsEnsures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreementsMonitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plansSupervises engineers who work on resolving issues reported by NTT clients


Knowledge, Skills and Attributes:

Business and commercial acumenAbility to coach and develop the teamAbility to balance and plan the short-term and long-term actions of the teamAbility to manage time effectively while setting the tone of the team through modelling and leadershipExcellent written and verbal communication skillsStrong customer service focusAbility to work in a fast paced and deadline driven environmentProven ability to build, manage and foster a team-oriented environmentProven ability to work creatively and analytically in a problem-solving environmentExperience in developing establishing processes and enforcing adherence to processes policiesAbility to lead by influence with regards to change management, process revision, policy compliance adherence, etc.


Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Information Technology or Business Administration or relatedITIL certification


Required Experience:

Solid experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of servicesSolid experience in a service delivery environment including technical and service management exposureSolid demonstrated experience leading and managing a teamSolid experience service operations and managing a global delivery team

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 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.

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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