Senior Team Lead, Service Delivery Client Engineering

Dimension Data Solutions Limited (Kenya); Petaling Jaya; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA in Malaysia (Petaling Jaya, Hybrid Working) seeks a Senior Team Lead, Service Delivery Client Engineering to drive remote support across L1 to L2 teams. You will ensure first-call resolution, incident analysis, and accurate reporting while guiding strategic improvements and client transitions.

The role requires strong IT infrastructure knowledge, leadership, and cross-cultural collaboration. Microsoft tech expertise and relevant certifications are preferred; a Bachelor's in IT and a

Qualifications

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

Responsibilities

• Manage the overall team of L1, L1.5 engineers and technical leads.
• Ensure client services meet SLA and report deviations and improvements.
• Lead daily huddles and implement performance-enhancement solutions.
• Identify gaps in processes and recommend improvements.
• Develop personal growth opportunities for the team.
• Define and deliver strategic IT plans for the organization.
• Participate in new client transitions and projects.
• Ensure ISO compliance and readiness for audits.
• Conduct operations reviews and track KPI and issues.
• Coordinate cross-functional work and stakeholder management.
• Plan, monitor, and appraise job results.

Skills

IT infrastructure

IT operations

Analytical thinking

Developing management

Learning orientation

Cross-cultural communication

Resilience under pressure

Active listening

Adaptability

Client-focused mindset

Education

Bachelor's degree in IT/Computing

Microsoft Certification (Azure, MCSA, MCSE)

Tools

Active Directory

Exchange

Skype for Business

Windows Server

Windows Azure

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, 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.