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Your day at NTT DATA
The Team Lead, Managed Services Operations is an entry level management role, responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.
This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.
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, imp