Senior Team Lead, Managed Services Operations
hace 1 mes
Senior Team Lead, Managed Services Operations
At NTT DATA, we're pushing the boundaries of what's possible. Our workplace is a place where you can grow, belong, and thrive. We're renowned for our technical excellence and leading innovations, making a difference to our clients and society.
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The Senior Team Lead, Managed Services Operations is a developing subject matter expert, responsible for operating within a Region/Country or Services function. This role ensures managed service is provided to all clients, ensuring their IT infrastructure and systems remain operational. The primary objective 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.
- 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 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 highlights any key escalated open tickets to be focused 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 applies 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.
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