Technical Operations Manager

NTT Ltd.; Johannesburg; Presencial; ZAR 600.000 - 900.000; Jornada completa

Descripción de la vacante

NTT DATA seeks a Team Lead, Managed Services Operations to ensure managed services are delivered to clients and IT infrastructure remains operational. You will oversee escalation handling, drive service delivery, and collaborate with automation teams to optimize routines.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement within a diverse, on-site environment in Johannesburg. A bachelor’s IT degree and ITIL are desirable.

Formación

• Bachelor’s degree in IT or Computing or related field.
• ITIL certification is desirable.
• Experience coaching and mentoring engineering teams in IT services.
• Experience implementing continual service improvement (automation, process enhancements).
• Experience in organizational change management (transformational).
• Experience in domains such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsabilidades

• Monitors work queues and supports highly technical tickets for clients.
• Works independently under general direction to resolve escalated incidents within SLA.
• Provides support to all escalated incidents.
• Shares knowledge and documents resolutions for broader team use.
• Acts as emergency support contact for critical issues.
• Ensures shift handover highlights escalated tickets and upcoming tasks.
• Escalates tickets to management with timely updates.
• Identifies and collaborates with automation teams to optimize tasks.
• Gathers information and uses diagnostic tools for complex environments.
• Applies procedures to resolve escalated tickets in client environments.
• Performs quality audits on processes and ticket updates.
• Drives service delivery and applies SMSO to managed services.
• Provides post-handover support and continuous service improvement.
• Implements training for direct reports.
• Engages with clients for routine operations.
• Measures and analyzes team delivery capabilities.

Conocimientos

Leadership

Team management

Stakeholder comms

Budgeting

Time management

Client focus

Transformational focus

Cross-cultural collaboration

Educación

Bachelor’s degree in IT/Computing or related field

Descripción del empleo

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.