Technical Operations Manager at NTT Ltd.

Your day at NTT DATA

• The Technical Operations Manager is an entry level management role, 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.
• The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.

Key responsibilities:

• Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
• Leading and Managing large teams within a complex, fast paced environment
• Ability to effectively manage and resolve conflicts, to support team cohesion and operational stability.
• 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 tickers in unique and complex client environments.
• 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 analyze 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.
• Developing 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.
• Demonstrated experience in Network, Collaboration/Customer experience, Cloud, Security, Data Center is advantageous.

Required experience:

• Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• 3-5 years experince in a Managment role.
• Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Demonstrated experience in organizational change management (transformational experience).
• Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.