Senior Technical Fulfilment Team Lead at NTT Ltd.

• The Senior Technical Fulfilment Team Lead network’s role is responsible for ensuring managed service is provided to all clients, to ensure 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. 

Key Roles and Responsibilities: 

• Monitors the work queues and provide support to clients where the install 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 agreed SLA and OLA 
• Provide support to all escalated incidents. 
• Act as emergency support contact as needed, for critical client and business impacting issues. 
• Be able to schedule resourcing successfully. 
• Accurate time management. 
• Timely escalation of all incidents to management with ensuing updates, where applicable. 
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks. 
• Provide reports to executive members 
• Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices. 
• Use operational and diagnostic procedures to resolve escalated installs in unique and complex client environments Coach and mentor, juniors and L4 teams offering technical expertise and pushing work down to other engineering teams. 
• Performs quality audits, covering process, service experience, ticket updates etc. as required. 
• Drive customer-oriented approaches. 
• Apply standardised 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 analyse team's delivery capabilities. 

Requirements 

• Relevant degree  
• ITIL certification 
• Relevant technical certifications (CCNA, CCNP, CCIE SDWAN, Cloud etc.) 
• Fundamental knowledge of Azure, AWS, SAP and Linux  
• Previous call team lead/management experience  
• Experience in customer support services 
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements etc.) 
• Demonstrated experience in organisational change management (transformational experience)