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 Technical Fulfilment Team Lead network’s role is 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.
Key Roles and Responsibilities:
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Monitors the work queues and provide support to clients where the install is highly technical or sophisticated in nature.
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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 agreed SLA and OLA
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Provide support to all escalated incidents.
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Act as emergency support contact as needed, for critical client and business impacting issues.
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Be able to schedule resourcing successfully.
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Accurate time management.
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Timely escalation of all incidents to management with ensuing updates, where applicable.
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Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
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Provide reports to executive members
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Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices.
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Use operational and diagnostic procedures to resolve escalated installs in unique and complex client environments Coach and mentor, juniors and L4 teams offering technical expertise and pushing work down to other engineering teams.
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Performs quality audits, covering process, service experience, ticket updates etc. as required.
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Drive customer-oriented approaches.
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Apply standardised service management service operations (SMSO) to deliver managed services.
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Provide operational support and continuous service improvement post client handover from TS (or other) teams
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Implement training and development initiatives for direct reports.
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Engage with clients for technical operations as part of routine operations
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Constantly measure and analyse team's delivery capabilities.
Requirements
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Relevant degree
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ITIL certification
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Relevant technical certifications (CCNA, CCNP, CCIE SDWAN, Cloud etc.)
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Fundamental knowledge of Azure, AWS, SAP and Linux
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Previous call team lead/management experience
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Experience in customer support services
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Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements etc.)
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Demonstrated experience in organisational change management (transformational experience)
Workplace type:
On-site 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 70 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.
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