Senior Team Lead, Managed Services Operations

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

Benefits offered by this job

Hybrid Working

Global exposure

Job summary

NTT DATA is seeking a Senior Team Lead, Managed Services Operations in Bengaluru. The role focuses on delivering high- level managed services, coaching engineering teams, and ensuring client satisfaction across regional operations.

You will oversee incident resolution, enable automation-driven improvements, and mentor staff to maintain service excellence in a hybrid work environment.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing.
• ITIL certification is desirable.
• Experience coaching and mentoring engineering teams.
• Experience implementing continual service improvement initiatives (through automation, process enhancements).
• Experience in organizational change management (transformational experience).
• Experience in domains such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsibilities

• Monitor work queues and provide support for highly technical tickets.
• Work independently with general direction to resolve escalated incidents within SLA.
• Provide support to all escalated incidents.
• Share knowledge and document issues for wider engineering teams.
• Act as emergency support contact for critical client issues.
• Ensure shift handovers highlight key escalated tickets and upcoming tasks.
• Escalate tickets to management with updates.
• Collaborate with automation teams to optimize tasks.
• Analyze information and use diagnostics to resolve complex issues.
• Coach teams by providing technical guidance to engineers.
• Perform quality audits of processes and ticket updates.
• Drive service delivery using SMSO to deliver managed services.
• Provide ongoing operational support and post-handover improvements.
• Implement training and development for direct reports.
• Engage with clients for routine technical operations.
• Measure and analyze delivery capabilities.

Skills

Team management

Communication

Budgeting

Time management

Client focus

Business outcomes

Cross-cultural awareness

Adaptability under pressure

Transformational leadership

Education

Bachelor's degree in IT or Computing

ITIL certification

Tools

ITIL

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 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 ex