DirecciónKey Roles and 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 optimization and automating routine tasks
- Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
- Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
- Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates, etc as required
- Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services
- Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
- Implements training and development initiatives for direct reports
- Engages with clients for technical operations as part of routine operations
- Constantly measures and analyses team’s delivery capabilities
Knowledge, Skills and Attributes :
- Demonstrated organisational 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 prioritisation 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 :
- Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor’s or equivalent degree
- ITIL certification
Required Experience :
- Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organisation
- Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
- Solid demonstrated experience in organisational change management (transformational experience)
- Solid demonstrated experience in domain towers such as Network, Collaboration / Customer Experience, Cloud, Security, Data Centre
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 : Hybrid Working
Hybrid 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
