Senior Team Lead, Managed Services Operations Specialist

hace 3 semanas


Barcelona, Barcelona, España Ntt A tiempo completo

Make a meaningful impact with NTT DATA. Our company is renowned for its technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace values diversity and inclusion – it's a place where you can grow, belong, and thrive.

Job Summary

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 delivery to all clients, thereby ensuring that their IT infrastructure and systems remain operational.

Key Responsibilities
  • Monitor work queues and provide support to clients where the ticket is highly technical or sophisticated in nature.
  • Work independently to perform operational tasks to resolve escalated incidents/requests in a timely manner within the agreed SLA.
  • Provide support to all escalated incidents and share knowledge to resolve issues, document them, and push the knowledge down to other engineers.
  • Act as emergency support contact as needed for critical client and business-impacting issues.
  • Ensure 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 identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
  • Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
  • Coach teams within remit by offering technical expertise and pushing work down to other engineering teams.
  • Perform quality audits, covering process, service experience, ticket updates as required.
  • Drive service delivery to clients and apply standardized service management service operations (SMSO) to deliver managed services.
  • Provide operational support and continuous service improvement post client handover from Technical Services (or other) teams.
  • Implement training and development initiatives for direct reports.
  • Engage with clients for technical operations as part of routine operations.


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