Introduction to NTT DATA and Our Mission
NTT DATA is a $30+ billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success. With a strong investment in R&D, exceeding $3.6 billion annually, we aim to empower organizations and society to move confidently and sustainably into the digital future. As a Global Top Employer, we pride ourselves on our diverse team of experts in over 50 countries and a robust partner ecosystem that includes both established and start-up companies.
About the Role: Technical Lead - Managed Services Operations
We are seeking an experienced Technical Lead to join our Managed Services Operations team. This role is crucial in ensuring the delivery of high-quality managed services to our clients, focusing on the proactive management, oversight, monitoring, investigation, and resolution of technical incidents and problems. The ideal candidate will have a strong background in IT, excellent technical skills, and a passion for client service. The primary objective of this role is to provide forth-line support for escalated incidents and requests with a high level of complexity, ensuring that contracted Managed Services outcomes are delivered to clients without breaching service level agreements (SLAs).
Key Responsibilities:
- Proactively monitor work queues and provide support to clients with highly technical or sophisticated tickets.
- Work independently to resolve escalated incidents/requests in a timely manner within agreed SLAs, with general direction from clients, stakeholders, team leads, or senior managers.
- Provide timely and consistent updates of tickets with resolution tasks performed, ensuring transparency and communication with clients and internal teams.
- Identify, investigate, analyze issues and errors, logging incidents in a timely manner and capturing all required information for immediate resolution.
- Offer forth-level support to all escalated incidents and requests, identifying the root cause of incidents and problems, and responding to tickets where third-line engineer teams were unable to resolve the issue.
- Share knowledge and document resolutions to push knowledge down to other engineers, enhancing team capabilities and efficiency.
- Communicate with other teams and clients to extend support, acting as an emergency contact for critical client and business-impacting issues as needed.
- Ensure a smooth shift handover process, highlighting key escalated open tickets and upcoming operational critical tasks to the next shift.
- Support, track, and document change implementation, providing timely escalation of tickets to management with ensuing updates where applicable.
- Contribute to effort optimization and automation of routine tasks, working with automation teams to implement improvements.
- Utilize technical knowledge and highly technical troubleshooting tools to analyze and resolve escalated tickets in unique and complex client environments.
- Coach Service Desk, Operations Centre, and L3 teams, offering technical expertise and guiding work distribution to other engineering teams.
- Perform quality audits covering process, service experience, ticket updates, etc., as required, to maintain high service standards.
- Manage and implement projects within the technology domain, delivering effectively and promptly per client-agreed requirements and timelines.
- Participate in implementing and delivering Disaster Recovery functions and tests, ensuring business continuity for our clients.
Essential Qualifications and Skills:
To succeed in this role, you will need:
- A Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.
- CCIE Certification or equivalent, with certifications relevant to the services provided being highly valued.
- Advanced Managed Services experience, with a deep understanding of IT service management standards.
- Excellent proficiency in change management processes, with the ability to plan, monitor, and execute changes while identifying risks and mitigation plans.
- Deep technical skills in relevant functions, including but not limited to Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches and access points, enterprise network architecture, common routing protocols (BGP, OSPF, EIGRP), network address translation, and configuring, monitoring, and troubleshooting uplinks to ISPs for DIA, MPLS, and P2P circuits.
- Familiarity with common network management and monitoring tools such as SecureCRT and Logic Monitor.
- Advanced knowledge and experience in ticketing tools, preferably Service Now.
- Experience working in multiple large Global Enterprise client outsourcing projects, with advanced vendor management experience.
- A track record of effective shift left work management skills, moving work to junior levels efficiently.
- Excellent client service orientation and passion for achieving or exceeding expectations, with the ability to communicate effectively across different cultures and social groups.
- Strong written and verbal communication skills, with the ability to apply active listening techniques.
- Ability to work well under pressure, maintain a positive outlook, and adapt to changing circumstances.
Career Growth Opportunities and Learning Benefits
At NTT DATA, we are committed to the growth and development of our employees. Joining our team offers you the opportunity to work with cutting-edge technologies, collaborate with global experts, and contribute to innovative projects that make a real impact. We provide a supportive environment that encourages learning, professional development, and career advancement. With our robust training programs, mentorship initiatives, and opportunities for specialization in emerging technologies, you will have the tools and support needed to accelerate your career and achieve your professional goals.
Work Environment and Company Culture
NTT DATA prides itself on a culture that values diversity, inclusion, and innovation. We believe in creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. Our hybrid working model offers flexibility and work-life balance, allowing you to thrive both personally and professionally. As part of our global team, you will be part of a community that is passionate about making a difference through technology, with a commitment to sustainability, social responsibility, and community engagement.
Compensation, Perks, and Benefits
We offer a competitive salary and a comprehensive benefits package designed to support your well-being and financial security. Our perks and benefits include, but are not limited to, health insurance, retirement plans, paid time off, and opportunities for professional development. We believe in recognizing and rewarding our employees' hard work and contributions, providing a positive and supportive work environment that fosters growth and success.
Conclusion and Call to Action
If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for the Technical Lead - Managed Services Operations position. This is an exceptional opportunity to join a global leader in IT services, work with a talented team, and contribute to the success of our clients. Even if you don't feel you meet every requirement, we invite you to apply. We are looking for talented individuals who share our passion for innovation, client satisfaction, and teamwork. Apply today and take the first step towards an exciting and fulfilling career with NTT DATA.
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