MS Senior Team Lead

Dimension Data Solutions Limited (Kenya); Bengaluru; Hybrid; INR 2,200,000 - 3,400,000; Full time

Benefits offered by this job

Hybrid working model

Career development opportunities

Job summary

NTT DATA seeks a Senior Team Lead, Managed Services Operations to oversee service delivery across regions, ensuring client satisfaction and continuity of business operations. The role drives proactive support, knowledge sharing, and cross-functional collaboration to meet objectives.

The ideal candidate will mentor teams, manage escalations, and partner with automation squads to optimize routines, while upholding quality and process standards in a hybrid work environment.

Qualifications

• Bachelor's degree in Information Technology or Computing or related field.
• ITIL certification is desirable.
• Experience coaching and mentoring engineering teams in an IT services organization.
• Experience implementing continual service improvement initiatives (via automation, process improvements).
• Experience in domain towers such as Network, Cloud, Security, Data Center.

Responsibilities

• Monitor work queues and provide advanced technical support to clients.
• Work independently under general direction to resolve escalated incidents within SLA.
• Mentor and coach engineering teams; document and share knowledge.
• Act as emergency support for critical client issues.
• Lead handover processes and prioritize upcoming tasks.
• Escalate tickets promptly with clear updates to management.
• Collaborate with automation teams to optimize tasks and automate routine work.
• Apply diagnostic procedures to resolve complex client environments.
• Perform quality audits of processes and tickets.
• Drive service delivery using SMSO standards.
• Support continuous service improvement post handover.

Skills

Team management

Communication skills

Budgeting & cost management

Time management

Prioritization

Delegation

Client centricity

Business outcomes

Transformational leadership

Cross-cultural collaboration

Pressure handling

Education

Bachelor's degree in IT/Computing

ITIL certification

Job description

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, Managed Services Operations is a developing subject matter expert, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.

This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational.

The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.

Key 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 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.

To thrive in this role, you need to have:

• Good organizational and team management skills.
• Good communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Seasoned understanding of budgets and cost management.
• Good time management, prioritization and delegation abilities.
• Good focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor's degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience:

• Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Solid demonstrated experience in organizational change management (transformational experience).
• Solid demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Workplace type :

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the FortuneGlobal 100. We are committed to accelerating client success and positively impacting society throughresponsible innovation. We are one of the world's leading AI and digital infrastructure providers, withunmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers andapplication services. Our consulting and industry solutions help organizations and society moveconfidently and sustainably into the digital future. As a Global Top Employer, we have ex