Manager , Global Support Engineering

1 month 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, Managed 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 managed service is provided to all clients, thereby ensuring 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. Their 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.

What you'll be doing

Key Roles and Responsibilities:

Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in natureWorks 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 SLAProvides support to all escalated incidentsShares such knowledge, to resolve issues, document them, and push the knowledge down to other engineersActs as emergency support contact as needed, for critical client and business-impacting issuesEnsures 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 shiftTimely escalation of all tickets to management with ensuing updates, where applicableProactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasksSystematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practicesUses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environmentsCoaches teams within remit by offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as requiredDrives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed servicesProvides operational support and continuous service improvement post client handover from Technical Services (or other) teamsImplements training and development initiatives for direct reportsEngages with clients for technical operations as part of routine operationsConstantly measures and analyses team’s delivery capabilities


Knowledge, Skills and Attributes:

Demonstrated organisational and team leadership skillsExcellent communication skills – both verbal and writtenAbility to collaborate with internal stakeholders and external clientsAbility to understand budgets and cost managementEffective time management and prioritisation of workAbility to delegate work across the teamExcellent focus on client centricityHighly focused on business outcomesAbility to guide the team through transformational objectives set out by the businessAbility to communicate and work across different cultures and social groupsAbility to work well in a pressurized environmentAbility 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 degreeITIL certification


Required Experience:

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

Workplace type:

On-site 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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