Operations Manager

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.

Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

Ensures that engineers are current with the latest upgrades and/or new releases.

May be involved in customer installation and training programs.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

**Working at NTT**

The Senior MS Operations Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.Their primary objective is to ensure contracted Managed Services outcomes are delivered to the client.They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.Key Roles and Responsibilities:
Monitors the work queues and provide support to the client 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
Provide support to all escalated incidents
Share such 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
Ensures that the shift handover process highlight any key escalated open tickets to be focussed 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
Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coach Service Desk, Operations Centre, and L4 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates, etc as required
Drive service delivery to clients from the Operations Centre and/or CoE
Provide operational support and continuous service improvement post client handover from TS (or other) teams
implement training and development initiatives for direct reports
Engage with clients for technical operations as part of routine operations
Constantly measure and analyze team’s delivery capabilities
Knowledge, Skills, and Attributes:
Demonstrated organizational and team leadership skills
Excellent communication skills - both verbal and written
Ability to collaborate with internal stakeholders and external clients
Ability to understand budgets and cost management
Effective time management and prioritization of work
Ability to delegate work across the team
Excellent focus on client centricity
Highly focused on business outcomes
Ability to guide the team through transformational objectives set out by the business
Ability to communicate and work across different cultures and social groups
Ability to work well in a pressurized environment
Ability to adapt to changing circumstances
Academic Qualifications and Certifications:
Relevant degree or equivalent and related experience
ITIL certification
Relevant technical certifications
Required Experience:
Moderate level experience in coaching and mentoring teams on a daily basis
Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
Demonstrated experience in organizational change management (transformational experience)
Moderate level experience in the management of people, process and technology
Relevant experience in Data Centre or Collaboration or Microsoft 0365 st