Senior Team Lead, Managed Services Operations

NTT
Bengaluru
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Organizational skills","Team management","Communication","Client centricity","Time management"]

Lead managed service delivery within a region/country or services function, ensuring clients’ IT infrastructure and systems stay operational. Monitor technical ticket queues, resolve and escalate complex incidents/requests within SLAs, and support critical issues as an emergency contact. Drive continuous service improvement through automation and process enhancements, conduct quality audits, coach engineering teams, and engage clients for technical operations and ongoing service improvement.

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FursaFursa
NTT
NTT
3 weeks ago

Senior Team Lead, Managed Services Operations

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Last checked: 14 hours agoStatus: Live

Job Summary

Lead managed service delivery within a region/country or services function, ensuring clients’ IT infrastructure and systems stay operational. Monitor technical ticket queues, resolve and escalate complex incidents/requests within SLAs, and support critical issues as an emergency contact. Drive continuous service improvement through automation and process enhancements, conduct quality audits, coach engineering teams, and engage clients for technical operations and ongoing service improvement.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Ensure contracted managed services outcomes are delivered and client satisfaction is maintained for business operations continuity.
  • •Monitor work queues and support clients where tickets are highly technical or sophisticated; resolve escalated incidents/requests within agreed SLAs.
  • •Share knowledge by documenting solutions and pushing knowledge down to other engineers; coach teams within remit using technical expertise.
  • •Act as emergency support contact for critical, business-impacting client issues and manage timely escalation updates to management.
  • •Drive service delivery and continuous service improvement post handover, including quality audits, automation initiatives, and shift handover focus on key escalated open tickets.

Key Requirements

  • •Bachelor’s degree (or equivalent) in Information Technology, Computing, or a related field.
  • •Solid experience coaching and mentoring engineering teams in an IT services organization.
  • •Solid experience implementing continual service improvement initiatives through automation and process enhancements.
  • •Solid experience in organizational change management and transformational initiatives.
  • •Domain experience across towers such as Network, Collaboration/Customer experience, Cloud, Security, or Data Center.
Experience:IT services
Education:Bachelor's in Information Technology, Computing, or related field
Skills:Organizational skillsTeam managementCommunicationClient centricityTime management
Certifications:ITIL

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn