Team Lead, Managed Services at NTT Ltd.

Your day at NTT DATA

• The Team Lead, Managed Services is an entry level management role, responsible for ensuring function.
• This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex managed services and manages and deploys targeted managed services programs to help accelerate sales, client engagement and service delivery.
• This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

Key Responsibilities

Team Leadership & Operational Management

• Coordinate the day-to-day activities of the team.
• Ensure appropriate resource allocation and shift coverage to maintain service continuity and leave rosters.
• Manage team workload distribution and prioritize activities to meet operational objectives.
• Provide coaching, mentoring, and performance guidance to team members.
• Foster a culture of accountability, service excellence, and continuous improvement.
• Conduct regular team reviews, performance discussions, and development planning to cater for business needs.

Incident & Queue Management

• Maintain overall ownership of the incident queue and ensure all tickets are actively managed within SLA and OLA targets.
• Monitor ticket ageing, backlog trends, and response times, taking proactive action to prevent service breaches.
• Ensure incidents are correctly prioritized, assigned, escalated, and progressed to resolution.
• Drive resolution of high-impact, critical, and recurring incidents through effective coordination with resolver teams.
• Conduct regular ticket quality reviews to ensure accurate documentation and compliance with operational processes.
• Ensure all customer-facing communications are timely, accurate, and professional.

Escalation Management

• Act as the primary operational escalation point for unresolved incidents and service issues.
• Manage escalations from customers, internal stakeholders, and technical teams.
• Coordinate cross-functional teams and vendors to expedite incident resolution.
• Ensure appropriate communication and updates are provided throughout the incident lifecycle.
• Escalate significant service risks, recurring issues, and potential SLA breaches to management.
• Facilitate major incident management activities when required.

SLA Governance & Service Assurance

• Monitor and report on SLA, OLA, and operational performance metrics.
• Identify risks to service delivery and implement mitigation plans before service breaches occur.
• Ensure compliance with incident management processes, operational procedures, and contractual obligations.
• Drive accountability across technical resolver groups to maintain service performance standards.
• Support service reviews and customer governance meetings as required.

Reporting & Performance Management

• Produce daily, weekly, and monthly operational reports detailing service performance, SLA compliance, ticket volumes, and escalation trends.
• Analyse incident trends, recurring issues, and service performance metrics.
• Provide actionable recommendations to improve operational efficiency and service quality.
• Maintain reporting dashboards and ensure the accuracy of operational data.
• Present service performance updates to internal management and customer stakeholders.

Continuous Improvement

• Identify opportunities to improve operational processes, monitoring, automation, and incident handling procedures.
• Drive initiatives to reduce incident volumes, improve first-time resolution, and enhance customer experience.
• Support knowledge management activities and ensure operational documentation remains current.
• Contribute to continues service improvement plans and operational maturity initiatives.

Key Measures of Success

• SLA and OLA compliance achieved and maintained.
• Reduction in ticket backlog and ageing incidents.
• Timely management and resolution of escalations.
• Queue health maintained within agreed thresholds.
• Customer satisfaction and stakeholder feedback.
• Quality and accuracy of operational reporting.
• Improvement in incident resolution times and operational efficiency.
• Team performance, engagement, and development outcomes.

Skills & Experience

• Minimum 3-5 years' experience in a NOC, Service Desk, Technical Managed Services environment.
• Previous leadership, supervisory, or senior operational coordination experience.
• Strong understanding of Incident Management, Major Incident Management, and SLA governance.
• Understanding of basic networking and automation principals.
• Experience managing operational queues and driving service delivery performance.
• Strong stakeholder, customer, and vendor management skills.
• Excellent verbal and written communication skills.
• Proven ability to manage escalations and coordinate multiple technical teams.
• Experience with ITSM platforms such as ServiceNow, Remedy, ManageEngine, or similar.
• Knowledge of ITIL principles and service management best practices.
• Strong analytical, reporting, and problem-solving capabilities.

Role Purpose

• The NOC Team Leader is responsible for the operational management of the Network Operations Centre, ensuring all incidents, service requests, and operational activities are managed effectively and resolved within agreed service levels. The role provides leadership to the NOC team, oversees queue health, manages escalations, drives SLA compliance, and delivers accurate operational reporting to ensure a high-quality service experience for customers and stakeholders.