Senior Team Lead-Security, Technical Services

About the Role

The Senior Team Lead, Technical Services is a developing management role responsible for ensuring the provision of a service to clients so their IT infrastructure and systems remain operational by proactively identifying, investigating and resolving technical incidents and problems, and restoring service by managing incidents to resolution. The role focuses on effective management and leadership of a team of Engineers and/or Specialists, providing guidance, mentorship and fostering a collaborative, high-performing work environment.

Responsibilities

• Provide operational leadership to a team accountable for service offer management and client satisfaction.
• Set standards for client satisfaction and help develop client service policies, procedures and standards.
• Investigate and resolve client problems escalated by the team, taking ownership to manage incidents, requests, events and/or problems to resolution within SLA conditions.
• Assist with preparation of bids and proposals and ensure smooth transition from Sales to Delivery for deals in the pipeline.
• Ensure assigned client-site infrastructure is configured, installed, tested and operational.
• Investigate line support calls, identify root causes of incidents/events/problems and enable proactive future management.
• Provide continuous feedback to clients and affected parties and update systems/portals as required by company procedures.
• Follow handover procedures for shift changes, manage resource allocation to achieve SLAs, and assist analysis of statistics/data to assess client service levels.
• Contribute to maintenance of the information technology site plan and assist in identifying user and employee training requirements.

Qualifications

• Seasoned knowledge of technical services concepts, IT service management (ITSM) practices and related technologies.
• Seasoned understanding of infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration technologies.
• Ability to stay up to date with industry trends, emerging technologies and best practices.
• Good client-facing and communication skills with ability to build and maintain strong client relationships.
• Developing management qualities with ability to inspire, mentor and lead a team.
• Ability to present technical and complex matters to diverse audiences and to analyse data and produce reports with recommended resolutions.
• Ability to multi-task, set priorities and meet deadlines; ability to work collaboratively with cross-functional teams and stakeholders.
• Seasoned knowledge of ITIL practices is desirable.

Academic qualifications and certifications

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

Required experience

• Solid experience in a similar role within a related global technology environment.
• Moderate level of experience operationally managing a technical team.
• Solid experience dealing with clients and managing service levels and stakeholder engagement at all organizational levels.

Workplace type

Hybrid Working

About the Company

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. The company provides enterprise-scale AI, cloud, security, connectivity, data center and application services, with experts in more than 50 countries and a robust ecosystem of innovation centers and partners.

Equal Opportunity Employer: NTT DATA is committed to providing an environment free of unfair discrimination and harassment.