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NTT DATA
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Team Lead, Managed Services Operations

Team Lead, Managed Services Operations

NTT DATA

5 - 9 years

0 Lacs

maharashtra

Posted:4 days ago| Platform: Shine logo

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Skills Required

team management technical support knowledge sharing troubleshooting service improvement training development communication skills budget management time management transformational leadership adaptability pressure handling escalated incidents resolution automation solutions quality audits client operations service delivery analysis organizational skills client centricity

Work Mode

On-site

Job Type

Full Time

Job Description

As a Team Lead, Managed Services Operations at NTT DATA, you play a crucial role in ensuring the delivery of managed services to clients, maintaining operational IT infrastructure and systems. Your responsibilities include: - Monitoring work queues and providing technical support to clients - Independently resolving escalated incidents and requests within agreed SLAs - Sharing knowledge with other engineers to address and document issues - Acting as emergency support contact for critical client and business-impacting issues - Proactively identifying and implementing automation solutions for task optimization - Analyzing and troubleshooting technical issues using specialized tools and practices - Conducting quality audits and ensuring service delivery meets client expectations - Driving continuous service improvement post client handover from other teams - Leading training and development initiatives for direct reports - Engaging with clients for technical operations and ensuring client centricity - Measuring and analyzing team delivery capabilities for business outcomes To excel in this role, you should possess: - Strong organizational and team management skills - Effective communication and collaboration abilities - Understanding of budgets and cost management - Proficiency in time management, prioritization, and delegation - Focus on client centricity and business outcomes - Ability to guide teams through transformational objectives - Adaptability to diverse cultures and environments - Ability to perform well under pressure and in evolving circumstances Academic qualifications and certifications required: - Bachelor's degree or equivalent in Information Technology, Computing, or related field - ITIL certification is desirable Relevant experience needed: - Coaching and mentoring engineering teams in an IT services organization - Implementing continual service improvement initiatives and automation - Organizational change management experience - Domain expertise in Network, Collaboration/Customer experience, Cloud, Security, Data Center NTT DATA is an Equal Opportunity Employer, fostering a workplace that embraces diversity and inclusion.,

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Team Lead, Managed Services Operations