Team Lead: MS Operations Job Vacancy in NTT Ltd Mumbai, Maharashtra – Updated today

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Full Details :
Company Name : NTT Ltd
Location : Mumbai, Maharashtra
Position :

Job Description : At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
Want to be a part of our team?
The MS Operations Team Lead 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.

Their primary objective is to ensure contracted Managed Services outcomes are delivered to the client.

They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.
Working at NTT
Key Roles and Responsibilities:
Monitors the work queues and provide support to client 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 agreed SLA
Provide support to all escalated incidents
Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
Act as emergency support contact as needed, for critical client and business impacting issues
Ensures that the shift hand over process highlight any key escalated open tickets to be focused 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 optimization and automating routine tasks
Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coach Service Desk, Operations Centre and L4 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates etc as required
Drive service delivery to clients from the Operations Centre and / or CoE
Apply standardized service management service operations (SMSO) to deliver managed services
Provide operational support and continuous service improvement post client handover from TS (or other) teams
implement training and development initiatives for direct reports
Engage with clients for technical operations as part of routine operations
Constantly measure and analyze team’s delivery capabilities
Knowledge, Skills and Attributes:
Demonstrated organizational and team leadership skills
Excellent communication skills – both verbal and written
Ability to collaborate with internal stakeholders and external clients
Ability to understand budgets and cost management
Effective time management and prioritization of work
Ability to delegate work across the team
Excellent focus on client centricity
Highly focused on business outcomes
Ability to guide the team through transformational objectives set out by the business
Ability to communicate and work across different cultures and social groups
Ability to work well in a pressurized environment
Ability to adapt to changing circumstances
Academic Qualifications and Certifications:
Relevant degree
ITIL certification
Relevant technical certifications
Required Experience:
Entry level experience in coaching and mentoring teams on a daily basis
Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
Demonstrated experience in organizational change management (transformational experience)
Entry level experience in management of people, process and technology
Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack
What will make you a good fit for the role?
Standard career level descriptor for job level:
Work is pre-determined, with moderate level of control and reviewDirects subordinates to complete work within established guidelines, policies and proceduresMonitors daily operations of a unit or a sub-unit; checks work frequentlySupervises semi-skilled employees or admin-type employeesMay also perform own workRequires full knowledge of own functional areaWorks on issues of limited scopeProblems are usually easily solvedMistakes will cause schedule delayInteracts with subordinates or functional peers; usually around factual informationTypically S-band employees report into Team Lead level
Join our growing global team and accelerate your career with us. Apply today.
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.

This post is listed Under  Technology
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