Team Lead: MS Operations at NTT Ltd.

Your day at NTT DATA

• The Team Lead, Technical Services is an entry level management role, responsible for ensuring the provision of a service to clients ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
• The primary objective of this role is to ensure zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions.
• The Team Lead, Technical Services focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists.
• This is an entry level people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.

Key responsibilities:

• Provides operational management team of individuals accountable for service offer management.
• Manage a 24/7 NOC environment using monitoring tools to provide pro-active services
• Sets the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.
• Investigates and resolves client problems relating to WAN Connectivity which have been escalated by the team.
• Ensures that assigned infrastructure at the client site is configured, installed, tested and operational.
• Investigates all line support calls and identify the root cause of incidents, events and problems to ensure proactive future management.
• Takes full ownership for managing the escalated incidents, requests, events and/or problems to resolution within the service level conditions.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by company procedures.
• Follows the required handover procedures for shift changes to ensure service continuity and manage resource allocation to achieve service level agreements.
• Assists with the analysis of statistics and other data to determine the level of client service provided.
• Contributes to and assists with the maintenance of the information technology site plan.
• Assists with the identification of user and employee training requirements.
• Troubleshooting: Strong analytical and problem-solving skills for incident response and troubleshooting.

To thrive in this role, you need to have:

• Knowledge of technical services, IT service management, and related technologies.
• Knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices.
• Knowledge and experience working with monitoring systems like Logic Monitor, SCOM or Solar Winds
• Understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Good client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Entry level management qualities, including the ability to learn the skills to inspire and mentor a team.
• Displays the ability to facilitate presentation of technical and complex matters to a diverse audience.
• Displays the ability to analyze data and produce reports on issues and recommend resolutions.
• Knowledge of ITIL (Information Technology Infrastructure Library) practices.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• Knowledge of Agile and SCRUM methodologies

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Business or Information Technology or related field.
• ITIL certification
• SAFe Practitioner certification is desirable
• Relevant technical certifications (CCNA) as required

Required experience:

• Relevant demonstrated experience in similar role within a related global technology environment.
• Minimum 2 years' experience operationally managing a technical team.
• Relevant experience dealing with clients and managing service levels.
• Relevant stakeholder engagement experience.
• Relevant experience working in a technical environment supporting networks and using monitoring tools.