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?

The Team Lead, Managed Services Operations is the entry-level job within the MS Operations Management job family. This role 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. The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.

Working at NTT

Key Roles and Responsibilities:

Lead and manage a team of mid-level support engineers responsible for cloud infrastructure support operations and service delivery.

Manage and lead the team's operations in a 24x7 service delivery environment.

Monitor the ticket queue and reports, ensuring that all tickets are addressed within established SLAs.

Ensure timely responses to client emails and communications from stakeholders.

Work with Incident Management team for high-impact issues in collaboration with technical teams and declare major incidents.

Participate in Priority 1 (P1) and Major Incident (MI) calls, overseeing stakeholder communication during incidents.

Monitor and review backlog tickets, ensuring they have the latest updates and are appropriately prioritized.

Oversee critical and long-pending tickets to ensure proper procedures are followed and escalations are made when necessary.

Monitor queue distribution to ensure equitable workload distribution among team members.

Conduct regular ticket reviews to ensure adherence to handling procedures and timely closure.

Monitor and ensure that the team achieves targeted SLAs, addressing potential breaches through corrective actions and improvement plans.

Manage shift scheduling for the team and maintain records of leaves.

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 pressurized environment

Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor’s or equivalent degree

ITIL certification

Required Experience:

Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organisation

Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)

Demonstrated experience in organisational change management (transformational experience)

Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre

Skills Summary

Continual Service Improvement (CSI), Information Technology Infrastructure Library (ITIL), Managed IT Services, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

Workplace type :

On-site Working

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

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

A career at NTT means:

Being part of a global pioneer – 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 – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

Making a difference – 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 – in a progressive ‘Connected Working’ 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 – with a personal and professional development plan and access to the broadest learning offerings in the industry.