Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society Our workplace embraces diversity and inclusion - it s a place where you can grow belong and thrive Your day at NTT DATA The Senior Team Lead Managed Services Operations is a developing subject matter expert responsible for operating within a Region Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization This role ensures managed service is provided to all clients thereby ensuring that their IT infrastructure and systems remain operational The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning building and supporting of delivering managed services to meet business objectives Key responsibilities Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature Works independently with general direction from the client stakeholders team lead or senior manager to perform operational tasks to resolve all escalated incidents requests in a timely manner within the agreed SLA Provides support to all escalated incidents Shares such knowledge to resolve issues document them and push the knowledge down to other engineers Acts as emergency support contact as needed for critical client and business-impacting issues Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift Timely escalation of all tickets to management with ensuing updates where applicable Proactively identifies contributes implements and works with automation teams for effort optimization and automating routine tasks Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams Performs quality audits covering process service experience ticket updates as required Drives service delivery to clients and applies standardized service management service operations SMSO to deliver managed services Provides operational support and continuous service improvement post client handover from Technical Services or other teams Implements training and development initiatives for direct reports Engages with clients for technical operations as part of routine operations Constantly measures and analyses team s delivery capabilities To thrive in this role you need to have Good organizational and team management skills Good communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients Seasoned understanding of budgets and cost management Good time management prioritization and delegation abilities Good focus on client centricity Highly focused on business outcomes Ability to guide the team through transformational objectives set out by the business Ability to work across different cultures and social groups Ability to work well in a pressurized workplace and adapt to changing circumstances Academic qualifications and certifications Bachelor s degree or equivalent degree in Information Technology or Computing or related field ITIL certification is desirable Required experience Solid experience in coaching and mentoring engineering team s gained within an information technology services organization Solid demonstrated experience implementing continual service improvement initiatives through automation process enhancements Solid demonstrated experience in organizational change management transformational experience Solid demonstrated experience in domain towers such as Network Collaboration Customer experience Cloud Security Data Center Workplace type Hybrid Working About NTT DATA NTT DATA is a 30 billion business and technology services leader serving 75 of the Fortune Global 100 We are committed to accelerating client success and positively impacting society through responsible innovation We are one of the world s leading AI and digital infrastructure providers with unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and application services Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future As a Global Top Employer we have experts in more than 50 countries We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners NTT DATA is part of NTT Group which invests over 3 billion each year in R D Equal Opportunity Employer NTT DATA 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 colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category Join our growing global team and accelerate your career with us Apply today Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process for any reason Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you All email communications from an NTT DATA recruiter will come from an nttdata com email address If you suspect any fraudulent activity please

📌 Management Level Senior Team Lead (Mumbai)
🏢 NTT Data
📍 Mumbai