Operations Manager at NTT Ltd.

• The Operations Manager is an emerging subject matter expert responsible for overseeing service delivery for client/s. They ensure top-tier service delivery, maintaining client satisfaction and supporting the ongoing success of business operations.
• This role guarantees that managed services are consistently provided, ensuring the stability and functionality of clients' IT infrastructure and systems.
• The primary goal is to fulfill contracted Managed Services commitments by assisting in the planning, development, and support of service delivery to align with business objectives.

Key responsibilities:

• Monitors the work queues and provides support to clients 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.
• Provides support to all escalated incidents.
• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
• Acts 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 tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.
• Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
• Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams.
• Performs quality audits, covering process, service experience, ticket updates as required.
• Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Implements training and development initiatives for direct reports.
• Engages with clients for technical operations as part of routine operations.
• Constantly measures and analyses team’s delivery capabilities.

To thrive in this role, you need to have:

• Good organizational and team management skills.
• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Seasoned understanding of budgets and cost management.
• Good time management, prioritization and delegation abilities.
• Good focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience:

• Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Solid demonstrated experience in organizational change management (transformational experience).
• Solid demonstrated experience in domain towers such as Network, Cloud, Security, Data Center.

Additional Career Level Description:

Knowledge and application:

• Applies professional knowledge and provides direction to employees according to established policies and management guidance.

Problem solving:

• Works on issues requiring the analysis of data and application of sophisticated problem-solving techniques.
• Exercises judgment and interpretation to help define procedures and policies to determine appropriate action.

Interaction:

• Interaction with subordinates/peers requires interpreting and explaining information to audiences not familiar with the subject.
• Gains cooperation of others, conducting presentations of technical information concerning specific projects or programs.

Impact:

• Mistakes or failure to achieve results will cause delays in schedules, typically against a monthly plan.
• Develops and manages routine operational plans.

Accountability:

• Administers company policies that directly affect subordinate employees.
• Takes actions to monitor and manage costs related to a section.

Workplace type:

• Hybrid Working