NTT

5 months ago

Team Lead, Managed Services Operations

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead the delivery of managed services by proactively monitoring and managing escalated technical incidents and problems to restore client IT services within agreed SLAs. Oversee work queues, support highly technical tickets, coordinate shift handovers, drive quality audits, and ensure service management practices are applied. Contribute to automation and continuous service improvement, document solutions, mentor engineering teams, and engage with clients on technical operations.

Location: Delhi

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Monitor work queues and provide support to clients for highly technical, sophisticated tickets.
•Independently resolve escalated incidents/requests within agreed SLA, with general direction from stakeholders or senior leaders.
•Act as emergency support contact for critical, business-impacting issues.
•Drive service delivery using standardized service management service operations (SMSO) and ensure compliance to SLA outcomes.
•Implement automation and continuous service improvement, document solutions, and push knowledge to other engineers; support ongoing training for direct reports.

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computing, or related field.
•ITIL certification is desirable.
•Demonstrated experience coaching and mentoring engineering team(s) in an IT services organization.
•Demonstrated experience implementing continual service improvement initiatives through automation and process enhancements.
•Relevant experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, or Data Center.

Education:Bachelor's in Information Technology or Computing (related field)

Skills:CommunicationCollaborationOrganizational skillsTime managementClient centricity

Certifications:ITIL

Tech Stack:ITILSMSOAutomation

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

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NTT