Managed Services Operations Lead

NTT DATA, Inc.; Johannesburg; Sur place; ZAR 500 000 - 800 000; Plein temps

Résumé du poste

NTT DATA, Inc. in Johannesburg is seeking an entry-level Team Lead, Managed Services Operations responsible for ensuring managed services are delivered and IT infrastructure remains operational.

You will monitor queues, resolve escalated incidents, and work with clients to meet SLAs. This role emphasizes coaching and mentoring engineering teams, driving continual service improvement through automation and process enhancements, and collaborating with stakeholders across cultures to achieve

Qualifications

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.
• Coaching and mentoring engineering teams within an information technology services organization.
• Experience implementing continual service improvement initiatives (through automation, process enhancements).
• Experience in organizational change management (transformational experience).
• Experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsabilités

• 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 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 shift handover highlights key escalated open tickets and upcoming tasks for the next shift.

Connaissances

Team management

Communication

Budget awareness

Time management

Client focus

Business outcomes

Transformational leadership

Cross-cultural

Resilience under pressure

Formation

Bachelor’s degree in Information Technology or Computing or related field

ITIL certification desirable

Description du poste

NTT DATA, Inc. in Johannesburg is seeking an entry-level Team Lead, Managed Services Operations responsible for ensuring managed services are delivered and IT infrastructure remains operational.

You will monitor queues, resolve escalated incidents, and work with clients to meet SLAs. This role emphasizes coaching and mentoring engineering teams, driving continual service improvement through automation and process enhancements, and collaborating with stakeholders across cultures to achieve