Managed Services Operations Team Lead

6 months ago

Johannesburg, South Africa NTT Full time

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?**

As the MS Operations WAN Team Lead, your primary responsibility is to ensure a smooth experience for our clients by effectively managing the operational aspects of networking and connectivity related incidents and service requests by closely monitoring and supervising the fault resolution process, you will play a vital role in reducing the likelihood of breaches in service level agreements (SLAs).

Additionally, as the MS Operations WAN Team Lead, your primary objective is to ensure that the expected service levels are met and maintained. This involves closely monitoring business metrics and taking necessary actions to address any potential SLA breaches. You will serve as an escalation point for faults that are at risk of breaching SLAs, ensuring prompt resolution and customer satisfaction.

Overall, your role is crucial in maintaining a seamless client experience, managing fault resolution processes, and ensuring adherence to service levels and business metrics.

**Working at NTT**

**Key Roles and Responsibilities**:

- By managing the comprehensive resolution of incidents and requests, you will contribute to minimizing downtime for our clients and ensuring a smooth experience for them. This also involves ensuring that repairs are carried out in line with established processes and best practices to maintain a high level of service quality.
- 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
- Share such knowledge, to resolve issues, document them, and push the knowledge down to all 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 incidents and service requests to management with ensuing updates, where applicable
- Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coach Service Desk, Operations Centre, and teams offering technical expertise and pushing work up to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates, etc. as required
- Drive service delivery for all clients
- 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**:

- Typically requires substantial related experience with a Bachelor’s or equivalent degree
- 3 - 5 years industry related experience
- ITIL certification
- Relevant technical certifications
- CCNA / CCNP

**Required Experience**:

- Substantial experience in coaching and mentoring teams on a daily basis and managing team reports
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
- Demonstrated experience in organisational change management (transformational experience)
- Substantial experience in the management of people, process

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