MS Operations Manager
4 weeks ago
About the Role
The Senior Team Lead Managed Services Operations is a key position within NTT DATA, responsible for delivering exceptional service to our clients. As a seasoned expert, you will be accountable for operating within a Region/Country or Services function, ensuring client satisfaction and the successful continuance of business operations.
Key Responsibilities:
- Monitors work queues and provides support to clients with highly technical or sophisticated tickets.
- Works independently to resolve escalated incidents and requests within agreed SLAs.
- Supports all escalated incidents and shares knowledge to resolve issues.
- Acts as emergency support contact for critical client and business-impacting issues.
- Ensures shift handover process highlights key escalated open tickets and upcoming operation critical tasks.
- Timely escalates tickets to management with updates, where applicable.
- Proactively identifies automation opportunities and works with teams to optimize effort.
- Systematically gathers information and applies technical knowledge to analyze and use troubleshooting tools and content.
- Uses operational and diagnostic procedures to resolve escalated tickets in unique client environments.
- Cooks teams by offering technical expertise and pushing work down to other engineering teams.
- Performs quality audits, covering process, service experience, and ticket updates.
Requirements:
- Good organizational and team management skills.
- Excellent communication skills and ability to collaborate with internal stakeholders and external clients.
- Seasoned understanding of budgets and cost management.
- Good time management, prioritization, and delegation abilities.
- Client-centric focus and ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.
About NTT DATA
NTT DATA is a 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.
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