NTT

11 months ago

Team Lead, System & Server

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead day-to-day IT technical support operations and escalations, ensuring service governance and SLA performance for internal clients. Review capacity planning, optimize delivery through problem analysis, and drive service catalogue improvements. Manage service escalations, case backlogs, and real-time dashboards, while implementing continuous service improvement and automation to increase zero-touch tickets. Coordinate patching for vulnerability management and promote knowledge sharing across the team.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Hospitality & Food Service

Seniority: Manager level

Key Responsibilities

•Oversee day-to-day IT technical support operations, service governance, and escalations to ensure highly available services meet or exceed defined SLAs.
•Review capacity planning recommendations and work with service design teams to optimize the delivery model through problem analysis.
•Drive service escalations resolution, monitor case backlogs using real-time dashboards, and ensure teams deliver against SLAs.
•Recommend and execute continuous service improvement actions, including system improvements recorded on the CSI register and automation to increase zero-touch tickets.
•Lead adherence to ITIL processes (incident, request fulfilment, change, problem, technology lifecycle management) and coordinate patching execution for vulnerability management.

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or a related field.
•Relevant ITIL certification is desirable.
•Solid experience in a similar role, including IT service delivery management for large multinational environments.
•Experience managing incident management, escalation procedures, and related disciplines in a large-scale environment.
•Experience with IT service management systems and technology supporting managed services like automation and monitoring, plus remote desktop and help desk software.

Education:Bachelor's in Information Technology, Computer Science, or related field

Skills:Problem-solvingCommunicationClient service orientationRisk and priority evaluationStakeholder management

Certifications:ITIL certificationService Integration and Management FoundationProblem Management methodology

Tech Stack:ITILSLAsCapacity planningService designService escalationsCSI registerZero touch ticketsAutomationService catalogueReal-time dashboardsAvailability managementCapacity managementPerformance managementTechnology lifecycle managementIncident managementRequest fulfilmentChange managementProblem managementPatchingVulnerability management

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