Technical Operations Manager

NTT America, Inc.; Johannesburg; Sur place; ZAR 420 000 - 540 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Organisation & team management

Communication

Budgets & cost management

Time management & prioritization

Client centricity

Business outcomes focus

transformational leadership

Cross-cultural collaboration

Work under pressure

Formation

Bachelor’s degree in IT/Computing or related field

ITIL certification desirable

Description du poste

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 Team Lead, Managed Services Operations is an entry level management role, responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.

This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.

The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.

Key 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 such 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.

To thrive in this role, you need to have:

• Good organizational and team management skills.
• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Developing understanding of budgets and cost management.
• Good time management, prioritization and delegation abilities.
• Good focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience:

• Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Demonstrated experience in organizational change management (transformational experience).
• Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Workplace type

On-site 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. Join our growing global team and accelerate your career with us.