Managed Services Operations Lead

NTT Limited; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

NTT DATA in Johannesburg is hiring a Team Lead, Managed Services Operations. This entry-level management role ensures managed services are delivered reliably to clients by monitoring, investigating and resolving escalated incidents to keep IT infrastructure running.

You will lead a small team, coordinate with clients and internal stakeholders, manage workloads, and drive improvements using automation. The role emphasizes service quality, adherence to SLAs, and effective handovers between shifts.

Qualifications

• Bachelor’s degree in Information Technology or Computing or related field.
• ITIL certification is desirable.
• Experience coaching and mentoring engineering teams.
• Experience implementing continual service improvement initiatives (through automation, process enhancements).
• Demonstrated experience in domain towers such as Network, Cloud, Security, Data Center.

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 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 tickers in unique and complex client environments.
• 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 analyze team’s delivery capabilities.

Skills

Team leadership

Stakeholder communication

Incident management

Automation awareness

Customer focus

Education

Bachelor’s degree in Information Technology or Computing

ITIL certification desirable

Job description

NTT DATA in Johannesburg is hiring a Team Lead, Managed Services Operations. This entry-level management role ensures managed services are delivered reliably to clients by monitoring, investigating and resolving escalated incidents to keep IT infrastructure running.

You will lead a small team, coordinate with clients and internal stakeholders, manage workloads, and drive improvements using automation. The role emphasizes service quality, adherence to SLAs, and effective handovers between shifts.