Senior Team Lead, Managed Services Operations

hace 1 semana

Santiago, Metropolitana, Chile NTT A tiempo completo

Join our Team

The Senior Team Lead, Managed Services Operations works within a Region/Country or Services Division and is responsible for ensuring client satisfaction and successful business operations at NTT. This position involves overseeing service delivery to clients to maintain their operational IT infrastructure and systems. The main goal is to deliver contracted Managed Services outcomes to clients through proactive management of technical incidents and problems. They assist in planning, building, and supporting managed services to meet business objectives.

Why NTT?

Key Responsibilities:

  • Monitors work queues and provides support for highly technical tickets
  • Resolves escalated incidents/requests within agreed SLA
  • Shares knowledge, resolves issues, and documents solutions
  • Acts as emergency support contact for critical issues
  • Escalates tickets to management and drives automation efforts
  • Analyzes and troubleshoots unique technical issues
  • Coaches teams and performs quality audits
  • Delivers service management and continuous improvement
  • Implements training initiatives and engages with clients

Skills and Qualifications:

  • Demonstrated leadership and communication skills
  • Ability to collaborate and prioritize tasks
  • Focus on client satisfaction and business outcomes
  • Adaptability and ability to work under pressure
  • Bachelor's degree and ITIL certification

Required Experience:

  • Experience in coaching and mentoring engineering teams
  • Experience in continual service improvement and change management
  • Experience in domain towers such as Network, Collaboration, Cloud, Security

Skills Summary:

Continual Service Improvement, Customer Centric Solutions, People Management, Service Delivery

Workplace:

Hybrid Working

Equal Opportunity Employer

NTT is an Equal Opportunity Employer promoting diversity and inclusion. We are committed to providing a fair and inclusive environment for all employees.

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