NOC Team Lead, Managed Services

NTT DATA, Inc.; Cape Town; On-site; ZAR 450,000 - 650,000; Full time

Job summary

NTT DATA, Inc. in Cape Town is seeking a Team Lead for the Managed Services line to oversee the NOC operations. You will supervise a team, manage incident queues, and drive service excellence to meet client expectations.

Responsibilities include coordinating resources, handling escalations, and delivering accurate performance reporting. The role emphasizes continuous improvement, stakeholder collaboration, and adherence to ITIL practices.

Qualifications

• 3–5 years' experience in a NOC, Service Desk, or Technical Managed Services environment.
• Previous leadership or supervisory experience.
• Strong understanding of Incident Management and SLA governance.
• Familiarity with ITIL principles and service management.

Responsibilities

• Coordinate day-to-day team activities and ensure resource coverage.
• Maintain incident queue ownership and ensure SLA/OLA targets are met.
• Manage escalations and coordinate with cross-functional teams and vendors.
• Produce operational reporting and monitor performance metrics.
• Drive continuous service improvement and incident reduction.
• Communicate clearly with customers and internal stakeholders.

Skills

Team Leadership

Incident Management

SLA Governance

Stakeholder Management

ITIL

Tools

ServiceNow

Remedy

ManageEngine

Job description

NTT DATA, Inc. in Cape Town is seeking a Team Lead for the Managed Services line to oversee the NOC operations. You will supervise a team, manage incident queues, and drive service excellence to meet client expectations.

Responsibilities include coordinating resources, handling escalations, and delivering accurate performance reporting. The role emphasizes continuous improvement, stakeholder collaboration, and adherence to ITIL practices.