Technical 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 todayâs âiNTTerconnectedâ 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 worldâs 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.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

What you'll be doing

The Technical Operations Manager is responsible for overseeing the lifecycle of multiple product sets within a client environment as well as directing the activities of a business unit within the company that is not a separate internal division. Responsibilities include planning and co-ordination of product lines or business units, engineering/R&D, marketing, financial planning, and may also include manufacturing.

The Technical Operations Manager is also responsible for overseeing the engineering and operations of infrastructure service platforms and/or software. This role is responsible for mobilising team resources to respond to situations where standard procedures have failed to fix problems in non-functioning infrastructure platforms and/or software.

Key Role and Responsibilities:

• Oversee engineering and operations of infrastructure service platforms and/or software across multiple technologies.

• Mobilise team resources to respond to situations where standard procedure have failed to fix problems in non-functioning infrastructure platforms and/or software. This includes ensuring the participation of shared resource models responsible for services into the client environments.

• Drive profitability and company growth by executing the infrastructure engineering and operations strategies.

• Collaborate closely with development, partners and vendors on design, reliability, and maintenance issues.

• Oversee vendor performance, spend optimisation and risk management where applicable.

• Identifies new technology solutions and works closely with business owners to forecast future needs.

• Identify opportunities to implement effective ways of work principles into the client environment that would contribute to service delivery improvements.

• Identify cost effective strategies within vendor solutions?

• Manage the operational cost and staff resources to ensure the efficient operation of the function.

• Implement policies/ standards to improve the quality and efficiency of infrastructure service platforms and/or software.

• Oversee the testing and analysis of all components of the infrastructure service platforms and/or software.

• Ensure the maintaining of the infrastructure service platforms and/or software. Track all associated tasks regarding the maintenance activities and schedules.

• Ensure that infrastructure service platforms and/or software are efficiently utilised, the cost to operate and support the platforms aligns with business expectations and that all regulatory and compliance requirements are met for all platforms.

• Provide a secure, compliant, robust, reliable, scalable and efficient infrastructure and directs support strategy and operations.

• Manage activities related to keeping the infrastructure performing optimally including backing up the systems, performance tuning, installing operating systems upgrades and patches, implementing security and virus protection and providing 24 hours monitoring and support.

• Ensure that all daily, weekly and monthly operational reporting requirements are delivered in accordance with contracted services.

• Ensure that reports are analysed and that associated actions to be performed stemming from reports are logged and assigned for resolution.

• Track and manage operational problems and the resolution thereof.

• Assign, monitor and coordinate assignments and work activities

• Review current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy.

• Provides specialist advice to those accountable for governance to correct compliance issues.  Responsible for ensuring that all operational documentation including SOPâs are up to date and relevant to the client environment.

• Provide leadership and direction through developed short and long-range technology plans.

• Manage the day-to-day operations of the various teams in ensuring incidents and requests are resolved within service level agreement requirements.

• Manage staffing processes including recruitment, supervision, development, evaluation and discipline.

• Ensure that operational staff is available and that standby lists meet the requirements for the client contracted services.

• Develop and track key metrics for team member and business performance.

• Oversee communication between the clients and other internal and external stakeholders.

• Ongoing coaching and development of the team where applicable.

• Identify areas for continuous improvement, promoting a positive image of the company.

• Report on overall performance against agreed targets.

• Contribute to the development of policies and procedures regarding quality standards and strategic planning

• Provide input into decisions related to the services operations management.

Knowledge, skills and attributes:

• Strong understanding of ITIL, Cobit, and MoF frameworks

• Knowledge in Microsoft Solutions, i.e. design and implementation of Windows Server platforms, Office 365 migrations, Active Directory, Group Policy, System Centre Configuration, Virtualisation and storage.

• Deep understanding of network switches, network routing, MPLS, network administration, network integration, network security and network advancement

• Knowledge in architecture, design, configuration, and deployment within the Microsoft Azure platform

• Understanding of server and desktop hardware/operating systems, networks, firewalls, etc

• Strong understanding of SAP Systems including SAP Hana

• Strong interpersonal skills.

• Ability to communicate across a broad spectrum of users.

• Excellent oral, written and presentation communication skills.

• Ability to manage organisational change.

• Be prepared to work extended hours where and when required.

• Knowledge of IT infrastructure management processes, techniques, risks and best practices.

• Knowledge of infrastructure technologies such as system management, system/network administration and development.

• Knowledge of server administration, data centre operations, project and change management principles and practices.

• Ability to facilitate creative and strategic discussions in order to address emerging problems and opportunities.

• Ability to provide leadership and management of technical personnel, delegating work assignments, matching responsibility to the person and giving authority to work independently.

• Ability to facilitate presentation of technical and complex matters to a diverse audience.

• Ability to translate business needs into information technology solutions and provide detail-orientated project management leadership.

• Able to effectively interact with technical & non-technical people.

• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.

• Ability to coordinate team activities and operationally plan and manage deliverables.

• Solid attention to detail.

• Ability to work independently and operationally manage a team of direct and indirect reports.

• Ability to handle multi-task, set priorities and meet deadlines.

• Excellent knowledge and understanding of information systems technology areas.

• Ability to lead and manage a group of people and guide operational activities of assigned teams.

Academic Qualifications and Certifications:

• Bachelorâs degree or equivalent in a relevant field of study

• Relevant certifications such as CCIE/CCNP/ITIL/COBIT/PMP/CISA/CISM etc.

Experience required:

• Experience in similar IT roles, with a focus on IT infrastructure engineering and operations.

• Experience in coaching and training facilitation.

• Proven working experience in a large-scale organisation.

• Experience with IT frameworks: ITIL, MoF, CoBIT, Run SAP.

• Experience supporting IT infrastructure and service delivery.

• Experience working with vendors and/or service providers.

• Experience, judgment and drive to plan, make decisions and accomplish individual and team goals.

• Experience working in a team-oriented, collaborative environment

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Skills Summary

Change Management, Continual Improvement Process, Integrated Design, People Management, Problem Solving

What will make you a good fit for the role?

Remote Type

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

• Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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