Tech Ops Lead: Managed IT Services

NTT America, Inc.; Johannesburg; On-site; ZAR 420,000 - 540,000; Full time

Job summary

NTT DATA is seeking a Team Lead, Managed Services Operations in Johannesburg. The role oversees end-to-end managed services delivery, ensuring IT infrastructure stays operational and compliant with SLAs. You will monitor queues, mentor engineers, and drive continuous service improvements while coordinating with clients and internal teams.

The ideal candidate will have coaching experience, ITIL exposure, and the ability to lead in a fast-paced, client-focused environment across cultural contexts.

Qualifications

• Coaching and mentoring engineering teams within an IT services organization.
• Continual service improvement initiatives through automation and process enhancements.
• Organizational change management experience (transformational).
• Experience in domains such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsibilities

• Monitors work queues and provides support for highly technical tickets.
• Works independently with general direction to resolve escalated incidents within SLA.
• Provides support to all escalated incidents.
• Shares knowledge to resolve issues and train other engineers.
• Acts as emergency support contact for critical client issues.
• Ensures shift handovers highlight key escalated tickets and upcoming tasks.
• Escalates tickets to management with updates.
• Identifies opportunities for automation and optimization.
• Uses diagnostic tools and procedures to resolve issues in complex environments.
• Performs quality audits of processes and ticket updates.
• Drives service delivery and applies SMSO to manage services.

Skills

Organisation & team management

Communication

Budgets & cost management

Time management & prioritization

Client centricity

Business outcomes focus

transformational leadership

Cross-cultural collaboration

Work under pressure

Education

Bachelor’s degree in IT/Computing or related field

ITIL certification desirable

Job description

NTT DATA is seeking a Team Lead, Managed Services Operations in Johannesburg. The role oversees end-to-end managed services delivery, ensuring IT infrastructure stays operational and compliant with SLAs. You will monitor queues, mentor engineers, and drive continuous service improvements while coordinating with clients and internal teams.

The ideal candidate will have coaching experience, ITIL exposure, and the ability to lead in a fast-paced, client-focused environment across cultural contexts.