MS Senior Team Lead

NTT Limited; Bengaluru; Hybrid; INR 2,000,000 - 3,200,000; Full time

Job summary

NTT DATA is seeking a Senior Team Lead for Managed Services Operations in Bengaluru. You will oversee service delivery across regions, coach engineering teams, and ensure SLA-driven performance while maintaining client satisfaction.

You will collaborate with automation teams to optimize tasks, manage escalations, and drive continual service improvement post handover from Technical Services. Hybrid working arrangement.

Qualifications

• Bachelor’s degree in IT or Computing or related field.
• ITIL certification is desirable.
• Solid experience coaching and mentoring engineering teams.
• Experience in continual service improvement via automation and process enhancements.
• Experience in organizational change management.
• Experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsibilities

• Monitors work queues and provides advanced support to highly technical tickets.
• Works independently under limited direction to resolve escalated incidents within SLA.
• Supports escalated incidents and documents resolutions for knowledge sharing.
• Acts as emergency support for critical client issues and ensures timely escalation to management.
• Oversees handover processes and communicates upcoming critical tasks for the next shift.
• Identifies opportunities for automation and collaborates with automation teams to optimize tasks.
• Coaches teams within remit and pushes work to other engineering groups as needed.
• Performs quality audits of processes and service delivery to ensure client satisfaction.
• Drives service delivery using SMSO practices and supports continuous service improvements after handover.

Skills

Team leadership

Coaching

Client collaboration

Budget management

Communication

Operational excellence

Change management

Education

Bachelor’s degree in IT or Computing

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 analyzes 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 Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!