NTT

1 month ago

Field Tech Senior Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead and supervise an IT support team providing day-to-day desktop, telephony, network, and infrastructure services for a client portfolio. Own incident and request management within SLA using tools like ServiceNow, troubleshoot complex hardware/software and connectivity issues, and coordinate escalations. Oversee network/voice/video services (including Cisco and VoIP-related components), manage user accounts and security protocols, and drive improvements through metrics, remediation, and training.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Supervise and manage an IT support team (desktop, telephony, network & infra), including rosters, prioritization, workflow allocation, and service delivery within SLA.
•Serve as key IT support point of contact for the client portfolio; manage complex/escalated issues, monitor feedback channels, and review incident metrics for recurring problems.
•Oversee troubleshooting and support for hardware, software, and computing-related technologies; coordinate issue resolution and escalations with internal teams and TechRoom/smart hands.
•Manage network and voice/video services, including secure, high-performance networking for VoIP with QoS/CoS and related components (e.g., Cisco/Avaya systems).
•Coordinate user account and access management, ensure security protocols are followed, support remediation efforts (e.g., penetration tests/vulnerability scans/audits), and manage incident/ticket quality via weekly checks.

Key Requirements

•Manage and supervise an IT desktop support function and related infrastructure services (desktop, telephony, network, and infra).
•Demonstrate strong technical knowledge to diagnose and resolve complex hardware/software and network incidents and requests.
•Experience owning incident management performance, troubleshooting recurring issues, and recommending prevention/resolution.
•Ability to manage security processes, including antivirus installation/scans/monitoring and remediation activities.
•Strong communication skills to manage escalations, guide customers, and articulate internal service processes to stakeholders.

Skills:CommunicationStakeholder managementCustomer focusCoachingIncident management

Tech Stack:ServiceNowRemote desktopIT asset managementAntivirusPatch managementDisaster recoveryBackupCisco Unified Communications ManagerUnity voicemailVoice GatewaysCisco routersCisco switchesJabberTelepresenceCodian MCU devicesAvaya phonesAvaya Media GatewayVoIPSIPTDM

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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

NTT