Senior IT Operations Manager

hace 4 semanas

Santiago, Metropolitana, Chile NTT DATA A tiempo completo

About the Role

NTT DATA is seeking a highly skilled Senior Team Lead, Managed Services Operations to join our team. As a key member of our operations team, you will be responsible for ensuring the successful delivery of managed services to our clients.

Key Responsibilities

  • Monitor work queues and provide support to clients with highly technical or sophisticated issues
  • Work independently to resolve escalated incidents and requests within agreed service level agreements
  • Provide support to all escalated incidents and share knowledge to resolve issues
  • Act as emergency support contact for critical client and business-impacting issues
  • Ensure shift handover process highlights key escalated open tickets and upcoming operation critical tasks
  • Timely escalation of all tickets to management with updates, where applicable
  • Proactively identify and implement effort optimization and automation of routine tasks
  • Use technical knowledge to analyze and troubleshoot complex client environments
  • Coach teams by offering technical expertise and pushing work down to other engineering teams
  • Perform quality audits and drive service delivery to clients using standardized service management service operations
  • Provide operational support and continuous service improvement post-client handover
  • Implement training and development initiatives for direct reports
  • Engage with clients for technical operations as part of routine operations

Requirements

  • Demonstrated organisational and team leadership skills
  • Excellent communication skills – both verbal and written
  • Ability to collaborate with internal stakeholders and external clients
  • Ability to understand budgets and cost management
  • Effective time management and prioritisation of work
  • Ability to delegate work across the team
  • Excellent focus on client centricity
  • Highly focused on business outcomes
  • Ability to guide the team through transformational objectives set out by the business
  • Ability to communicate and work across different cultures and social groups
  • Ability to work well in a pressurized environment
  • Ability to adapt to changing circumstances

Qualifications and Certifications

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor's or equivalent degree
  • ITIL certification

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organisations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Apply today.

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