Technology Operations Lead

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role. **Want to be a part of our team?** **Working at NTT** **What will make you a good fit for the role?** The Technology Lead / Lead / SME is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The Technology Lead / SME is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. Radford reference: **Job Description**: "Key Roles and Responsibilities: Ensure that assigned infrastructure at the client site is configured, installed, tested and operational Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail Assist in analysing, assigning and escalating support calls Investigate third line support calls assigned and identify the root cause of incidents and problems Report and escalate issues to 3rd party vendors if necessary Provide onsite technical support to clients and provide field engineering services to clients Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT Proactively identify opportunities for work optimisation including opportunities for automation of work Knowledge, Skills and Attributes: Ability to communicate and work across different cultures and social groups Ability to plans activities and projects well in advance, and takes into account possible changing circumstances Ability to maintain a positive outlook at work Ability to work well in a pressurised environment Ability to work hard and put in longer hours when it is necessary Ability to adapt to changing circumstances Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey Strong analytical, problem solving skills Academic Qualifications Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Advantageous Certifications: ITIL Certification at least v3 and above MCSA+ RHCE or equivalent VMWare Certified Professional VCAP VMWare Certified Cloud Management and Automation Azure Certified Solution Architect AWS Certified Solution Architect Required Experience: At least 8-10 years of relevant working experience At least 5 years of technical hands-on on VMWare platform, containers, not limiting to; vSphere, vRealize Suite; VRA, VROPS, etc. At least 3 years of experience in backup technologies, Veeam, Netbackup, etc. At least 5 years of experience in Storage solutions, HPE, Compute/ vSan technologies, etc. Experience in automation, devops areas. Ansible, Chef, Puppet, etc. a plus Experience with languages such as, Python, Powershell, JSON, etc. a plus Experience with cloud platform, Azure, AWS, GCP. Solid experience required in in Engineering function within a medium to large ICT organisation Solid experience of Managed Services Excellent working knowledge of ITIL processes Excellent experience working with vendors and/or 3rd parties" **Equal opportunity employer** NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.