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Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting company business processes and technical information systems platforms. Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, application software, installation of network hardware/software and database management. Provides direction for the effort required to protect the company's data, tools and information systems. Ensures infrastructure architecture standards maximize efficiency and support platform compatibility. Usually requires subject matter knowledge of user group for practical application of system characteristics. Coordinates delivery of services to user groups and ensures IT service is uninterrupted. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
The role of Managed Services Engineering Management is responsible for managing, leading, and coordinating the activities of the MS engineering team in ensuring proactive managed service is provided to all clients, in maintaining the operation of their IT infrastructure and systems. The role is responsible for supporting multiple platform infrastructures and application monitoring by ensuring the delivery and maintenance of IT system event management, monitoring, and incident mitigation and remediation capabilities.
Key Role and Responsibilities:
- Responsible for installation, configuration and fault management process implementation
- Assist with the development of a managed services engineering strategy, operational processes, standards and policies
- Ensure that all direct reports adhere to operating procedures and standards in delivery of outsourced engineering services to clients to meet and exceed service level agreements
- Initiate and implement engineering framework based around ITIL including SLAs and KPIs
- Develop and ensure the implementation of procedures in terms of incidents, root cause analysis, problem management, communication and incident management
- Ensure all incoming tickets are appropriately assigned to the engineers and follow-ups are performed to close the tickets within the agreed SLAs
- Maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model
- Work or follow-up with the Engineering teams on critical issues and be a point of contact to clarify if any process, procedural, accountability issue arises
- Establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels
- Produce breach and other reports that are necessary for the correct operation of processes, identifying failures and short-comings in the current processes and make and ensure the implementation of improvement initiatives
- Liaise with relevant stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution
- Engage internal teams, NTT stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided
- Manage and provide leadership to a team in fulfilling MS engineering function with the highest level of efficiency and client satisfaction
Knowledge, skills and attributes:
- Possess sound knowledge of communications infrastructure and systems
- Excellent leadership and management capability
- Good strategic and critical thinking skills
- Deep understanding and knowledge of managed services operations and engineering functions
- Understands budgets and cost management
- Effective time management, prioritisation and delegation of work
- Cost-benefit analysis and general commercial acumen
- Excellent interpersonal, business management and customer-service skills
- strong knowledge of operating system and virtualized platforms
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology, Engineering, IT Security or other related discipline preferred
- Relevant technical certifications preferred
- ITIL certification required
Experience required:
- Demonstrated experience in operational management of people, process and technology
- Demonstrated experience in a managerial / team lead role in an engineering or platform support capacity
- Demonstrated experience in organisational change management (transformational experience)
- Solid experience in coaching and mentoring teams daily
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Demonstrated experience of supporting enterprise hardware and relevant server software
Skills Summary
Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management
What will make you a good fit for the role?
Remote Type **:
Equal Opportunity Employer*
NTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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