Senior Team Lead, Service Delivery Client Engineering

NTT Limited; Petaling Jaya; Hybride; MYR 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Hybrid Working

Résumé du poste

NTT DATA Malaysia is seeking a Senior Team Lead, Service Delivery Client Engineering to drive remote support for a wide range of service delivery activities, including first-call resolution for EUC services, incident analysis, and proactive maintenance.

You will manage L1, L1.5 engineers and technical leads, ensure services are delivered against SLAs, oversee daily huddles, and push for improvements. The role involves coordinating with stakeholders and ISO readiness in a hybrid work environment.

Qualifications

• Seasoned knowledge of IT infrastructure and systems.
• Seasoned understanding of IT operations.
• Demonstrates problem analysis and solution formulation skills.

Responsabilités

• Manage the overall team of L1, L1.5 engineers and technical leads.
• Ensure client services are delivered per SLA and report deviations.
• Lead daily huddles and drive performance-enhancement solutions.
• Identify gaps in processes and recommend improvements.
• Contribute to new client transitions and project readiness.

Connaissances

IT infrastructure

IT operations

Analytical thinking

People management

Cross-cultural communication

Adaptability

Formation

Bachelor's degree in Information Technology or related field

Microsoft Certification (Azure, MCSA, MCSE)

Outils

Active Directory

Exchange

Skype for Business

Windows Server

Windows Azure

Description du poste

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, Service Delivery Client Engineering is a developing management role, responsible for driving remote support for a wide variety of service delivery management activities. This includes first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, SDI License Management and MACD services. The Senior Team Lead, Service Delivery Client Engineering makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner for L1 and L2 activities.

Key responsibilities:

• Responsible for managing the overall team of L1, L1.5 technical engineers, and technical Leads.
• Responsible to ensure client overall services are delivered as per agreed SLA and reporting any deviations and improvements.
• Leads the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Develops personal growth opportunities.
• Maintains the organization’s effectiveness and efficiency by defining and delivering strategic plans for implementing information technologies.
• Takes part in new client transitions and new projects, driving the actions pertaining to operations.
• Adheres to ISO compliances and readiness for internal and external Audits.
• Conducts team operations review meetings and ensures KPI, operations issues, and improvements are tracked and reported on.
• Operates cross functionally and ensures effective stakeholder management.
• Plans, monitors, and appraises job results.

To thrive in this role, you need to have:

• Seasoned knowledge of IT infrastructure and systems.
• Seasoned understanding of IT operations.
• Display seasoned technical expertise.
• Demonstrate good analytical thinking skills.
• Developing management abilities.
• Demonstrates problem analysis and solution formulation skills.
• Demonstrates learning and service orientation.
• Ability to communicate and work across different cultures and social groups.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurised environment.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology / Computing or related field.
• Microsoft Certification (Azure, MCSA, MCSE).

Required experience:

• Solid experience within the Technology Industry and service delivery.
• Moderate level of experience managing a technical team.
• Solid experience working mostly with Microsoft Infrastructure technologies, such as - AD,- Exchange, Skype for Business, Windows Server, Windows Azure, etc.

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.

Equal Opportunity Employer

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.

Is innovation part of your DNA?

Do you want to enable a connected future for people, organizations, and society? 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!