Senior Team Lead, Service Delivery Client Engineering

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, Service Delivery Client Engineering is a developing management role, responsible for driving remote support for a wide variety of service delivery management activities.

This includes first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, SDI License Management and MACD services.

The Senior Team Lead, Service Delivery Client Engineering makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner for L1 and L2 activities.

What you'll be doing

Key Responsibilities:

• Responsible for managing the overall team of L1, L1.5 technical engineers, and technical Leads.
• Responsible to ensure client overall services are delivered as per agreed SLA and reporting any deviations and improvements.
• Leads the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Develops personal growth opportunities.
• Maintains the organization’s effectiveness and efficiency by defining and delivering strategic plans for implementing information technologies.
• Takes part in new client transitions and new projects, driving the actions pertaining to operations.
• Adheres to ISO compliances and readiness for internal and external Audits.
• Conducts team operations review meetings and ensures KPI, operations issues, and improvements are tracked and reported on.
• Operates cross functionally and ensures effective stakeholder management.
• Plans, monitors, and appraises job results.

Knowledge and Attributes:

• Seasoned knowledge of IT infrastructure and systems.
• Seasoned understanding of IT operations.
• Display seasoned technical expertise.
• Demonstrate good analytical thinking skills.
• Developing management abilities.
• Demonstrates problem analysis and solution formulation skills.
• Demonstrates learning and service orientation.
• Ability to communicate and work across different cultures and social groups.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurised environment.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology / Computing or related field.
• Microsoft Certification (Azure, MCSA, MCSE).

Required Experience:

• Solid experience within the Technology Industry and service delivery.
• Moderate level of experience managing a technical team.
• Solid experience working mostly with Microsoft Infrastructure technologies, such as - AD,- Exchange, Skype for Business, Windows Server, Windows Azure, etc.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.