Managed Services Operations Team Lead - WAN - Johannesburg at NTT Ltd.

Key Roles and Responsibilities:

• By managing the comprehensive resolution of incidents and requests, you will contribute to minimizing downtime for our clients and ensuring a smooth experience for them. This also involves ensuring that repairs are carried out in line with established processes and best practices to maintain a high level of service quality.
• Monitors the work queues and provide support to the client 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
• Share such knowledge, to resolve issues, document them, and push the knowledge down to all engineers
• Act 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 incidents and service requests to management with ensuing updates, where applicable
• Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
• Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
• Coach Service Desk, Operations Centre, and teams offering technical expertise and pushing work up to other engineering teams
• Performs quality audits, covering process, service experience, ticket updates, etc. as required
• Drive service delivery for all clients
• Apply standardized service management service operations (SMSO) to deliver managed services
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Implement training and development initiatives for direct reports
• Engage with clients for technical operations as part of routine operations
• Constantly measure and analyze team’s delivery capabilities

Knowledge, Skills, and Attributes:

• 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:

• Typically requires substantial related experience with a Bachelor’s or equivalent degree
• 3 - 5 years industry related experience
• ITIL certification
• Relevant technical certifications
• CCNA / CCNP

Required Experience:

• Substantial experience in coaching and mentoring teams on a daily basis and managing team reports
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Relevant experience in managing 3rd party vendors