Team Lead, Technical Services

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, Technical Services is an entry level management role, responsible for ensuring the provision of a service to clients ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. The primary objective of this role is to ensure zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions. The Team Lead, Technical Services focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists. This is an entry level people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.

Key Responsibilities:

• Provides operational management team of individuals accountable for service offer management.
• Sets the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.
• Investigates and resolves client problems which have been escalated by the team.
• Assists with the preparation of bids and proposals to clients and remain up to date with deals in the pipeline to ensure a smooth transition from Sales to Delivery.
• Ensures that assigned infrastructure at the client site is configured, installed, tested and operational.
• Investigates all line support calls and identify the root cause of incidents, events and problems to ensure proactive future management.
• Takes full ownership for managing the escalated incidents, requests, events and/or problems to resolution within the service level conditions.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by company procedures.
• Follows the required handover procedures for shift changes to ensure service continuity and manage resource allocation to achieve service level agreements.
• Assists with the analysis of statistics and other data to determine the level of client service provided.
• Contributes to and assists with the maintenance of the information technology site plan.
• Assists with the identification of user and employee training requirements.

To Thrive In This Role, You Need To Have:

• Knowledge of technical services, IT service management, and related technologies.
• Knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices.
• Understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Good client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Entry level management qualities, including the ability to learn the skills to inspire and mentor a team.
• Displays the ability to facilitate presentation of technical and complex matters to a diverse audience.
• Displays the ability to analyze data and produce reports on issues and recommend resolutions.
• Knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders.

Academic Qualifications And Certifications:

• Bachelor's degree or equivalent in Business or Information Technology or related field.
• Master's degree or equivalent in Information Technology or Business Administration preferred.
• ITIL certification is desirable.
• Relevant technical certifications as required.

Required Experience:

• Relevant demonstrated experience in similar role within a related global technology environment.
• Entry level experience operationally managing a technical team.
• Relevant experience dealing with clients and managing service levels.
• Relevant stakeholder engagement experience.

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 50 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, color, 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. Apply today.