Team Lead, DC Field Operations

About the role

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 Senior Team Lead, IT Data Centre Operations is an entry level management role, responsible for collaborating to set standards and ensures the delivery of services to clients for a 24 x 7 x 365, Network Operations Centre that provides remote level I and level II technical support to users worldwide.

This role is responsible for the daily monitoring and administration of the NOC and associated team(s), including tier 1 support, client service order ticketing from voicemail, mail, monitored services platform, technician daily / monthly reporting.

This entry level people management role is responsible the day-to-day operations of their team(s) and provides guidance and mentorship, whilst fostering a collaborative and high-performing work environment.

Key responsibilities

• Supervises and provides technical guidance for 24/7 technical staff and develops training plans for NOC teams and facilitates cross-training and peer mentoring.
• Ensures approved policies, standards and procedures are followed in the NOC.
• Operates as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.
• Manage scheduling for Network Operations teams.
• Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
• Manages and communicates incidents impacting SLAs.
• Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
• Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
• Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
• Leads, contributes to, and provides technical QA for outage post mortem analysis.
• Leads and participates in technical troubleshooting calls.
• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
• Manages client operational calls and runs critical incident calls.
• To thrive in this role, you need to have:
• A good understanding of the principles of service support as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Knowledge of Managed Services products within the IT field.
• Knowledge of data center and collocation products and services.
• Possess strong problem solving, conflict resolution and critical thinking skills.
• Possess strong written and verbal communication skills.
• Outstanding customer service and interpersonal skills.
• Excellent telephone manner.
• Ability to work well under pressure.
• Flexible and adaptable to meet the team's needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Must have the ability to work independently and be an effective contributor to a diversified team.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Information Technology or Technology Engineering or related field.
• Relevant certifications such as ITIL, HDI preferred.
• Additional certifications such as MCSE, RHCE, CCNA, CCDA is beneficial.

Required experience

• Demonstrated experience in managed services or data center services as a provider.
• Entry level direct people management experience gained within a similar type of role.
• Demonstrated experience working in Network Operations or Help Desk environment.
• A baseline technical aptitude in - Help Desk Windows and IP Networking.
• Relevant experience with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.

Pay and benefits

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $26/hr to $34/hr. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

Workplace type: On-site Working