Job
Description
As a Senior Team Lead, IT Technical Support at NTT DATA, you will be responsible for leading and overseeing day-to-day operations management, escalations, and the provision of technical services to internal clients. Your role will involve ensuring that service standards are met or exceeded, delivering information technology projects, and providing team leadership while fostering a culture of operational excellence. Your key responsibilities will include performing service governance to enable highly available services in line with defined SLAs, collaborating with the service design team for optimizing delivery models, resolving service escalations, providing advice on process and service improvements, recommending system enhancements, identifying automation opportunities, improving service catalogues, and monitoring SLAs through real-time dashboards. You will also be involved in driving team and user adoption of new products or technology releases, analyzing operational reports, and working with stakeholders on centralized delivery adherence to ITIL processes. To excel in this role, you should have good problem-solving skills, effective communication abilities, the capacity to thrive in a fast-paced IT environment, a client service orientation, and the ability to lead and manage a team operationally plan deliverables. Additionally, you should possess knowledge of information systems and technology, be able to facilitate technical presentations, analyze data, and produce reports on issues. Strong negotiation and stakeholder management skills are also important. Academically, a Bachelor's degree in Information Technology, Computer Science, or a related field is required, along with relevant ITIL certification. Experience in IT service delivery management, incident management, escalation procedures, and service management systems is essential. Familiarity with remote desktop applications, help desk software, and process transformation and optimization is also necessary. NTT DATA is a trusted global innovator of business and technology services, serving a significant portion of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests significantly in research and development. With a diverse team across 50+ countries and a robust partner ecosystem, NTT DATA offers business and technology consulting, data and artificial intelligence solutions, digital infrastructure, and more. Join NTT DATA to be a part of a forward-thinking organization that is shaping the digital future.,
