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

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