Want to be a part of our team? The Team Lead, Managed Services Operations is the entry-level job within the MS Operations Management job family. This 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. The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives. Working at NTT Lead and manage a team of mid-level support engineers responsible for cloud infrastructure support operations and service delivery. Manage and lead the team's operations in a 24x7 service delivery environment. Monitor the ticket queue and reports, ensuring that all tickets are addressed within established SLAs. Ensure timely responses to client emails and communications from stakeholders. Work with Incident Management team for high-impact issues in collaboration with technical teams and declare major incidents. Participate in Priority 1 (P1) and Major Incident (MI) calls, overseeing stakeholder communication during incidents. Monitor and review backlog tickets, ensuring they have the latest updates and are appropriately prioritized. Oversee critical and long-pending tickets to ensure proper procedures are followed and escalations are made when necessary. Monitor queue distribution to ensure equitable workload distribution among team members. Conduct regular ticket reviews to ensure adherence to handling procedures and timely closure. Monitor and ensure that the team achieves targeted SLAs, addressing potential breaches through corrective actions and improvement plans. Manage shift scheduling for the team and maintain records of leaves. Prepare monthly scorecards aligned with yearly key performance indicators (KPIs). Monitor engineers' performance, identifying training and coaching needs to enhance skills. Lead daily team huddles, driving performance-enhancing solutions and fostering cohesive teamwork. Keep track of process changes, updating the team and relevant documentation. Identify process gaps and shortcomings, providing recommendations for continuous improvement. Provide daily backlog reports to relevant stakeholders. Cultivate an environment based on trust, open communication, creative thinking, and collaborative teamwork. Serve as the primary point of contact for first-level escalations, both internal and external. Update and maintain training materials, systems documentation, and policy / procedure manuals. Ensure team members receive necessary personal development and training opportunities. Skills Summary Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management What will make you a good fit for the role? Workplace type : On-site Working On-site Working Equal Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category #J-18808-Ljbffr
