Senior Team Lead, Managed Services Operations Specialist
hace 3 semanas
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 SummaryThe 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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