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　　The Managed Services (MS) Operations Team Lead is the entry level job within the MS Operations Management job family.

　　The MS Operations Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.

　　Their primary objective is to ensure contracted Managed Services outcomes are delivered to the client.

　　They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.

　　Radford reference:

　　Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

　　Working at NTT

　　Key Roles and Responsibilities:

　　Monitors the work queues and provide support to 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 agreed SLA

　　Provide support to all escalated incidents

　　Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers

　　Act as emergency support contact as needed, for critical client and business impacting issues

　　Ensures that the shift hand over 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 tickets to management with ensuing updates, where applicable

　　Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks

　　Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices

　　Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments

　　Coach Service Desk, Operations Centre and L4 teams offering technical expertise and pushing work down to other engineering teams

　　Performs quality audits, covering process, service experience, ticket updates etc as required

　　Drive service delivery to clients from the Operations Centre and / or CoE

　　Apply standardised service management service operations (SMSO) to deliver managed services

　　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 analyse team’s delivery capabilities

　　Knowledge, Skills and Attributes:

　　Demonstrated organisational 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 prioritisation 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 pressurised environment

　　Ability to adapt to changing circumstances

　　Academic Qualifications and Certifications:

　　Relevant degree

　　ITIL certification

　　Relevant technical certifications

　　Required Experience:

　　Entry level experience in coaching and mentoring teams on a daily basis

　　Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)

　　Demonstrated experience in organisational change management (transformational experience)

　　Entry level experience in management of people, process and technology

　　Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack

　　What will make you a good fit for the role?

　　Standard career level descriptor for job level:

　　• Work is pre-determined, with moderate level of control and review

　　• Directs subordinates to complete work within established guidelines, policies and procedures

　　• Monitors daily operations of a unit or a sub-unit; checks work frequently

　　• Supervises semi-skilled employees or admin-type employees

　　• May also perform own work

　　• Requires full knowledge of own functional area

　　• Works on issues of limited scope

　　• Problems are usually easily solved

　　• Mistakes will cause schedule delay

　　• Interacts with subordinates or functional peers; usually around factual information

　　• Typically S-band employees report into Team Lead level

　　Equal Opportunity Employer

　　NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!