MS Operations Manager

4 weeks ago


Johannesburg, Gauteng, South Africa NTT Full time

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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