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    Team Lead - Mumbai, India - NTT

    NTT
    NTT Mumbai, India

    3 weeks ago

    NTT background
    Description

    JOB DESCRIPTION


    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

    In today's 'iNTTerconnected' world, connections matter more now than ever.

    By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

    With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


    Want to be a part of our team?The Team Lead, Managed Services Client Service Desk takes responsibility for the operational management of a team of service desk employees.

    They ensure client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

    This role takes guidance from the Senior Managed Services Service Desk Manager and/or Managed Services Service Desk Manager and other stakeholder functions in fulfilling their obligations.

    Working at NTTKey Roles and Responsibilities:Responsible for managing a team of service desk agents and team lead(s)Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI's and planning activitiesContribute to the process of managing tickets or calls logged at the service deskEnsure all incidents which are logged, are accurately registered and categorizedEnsure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging processEnsure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct itEnsure reported faults are investigated and diagnosedBe expected to take ownership and resolve or further escalate escalated incidentsCheck incidents are fully resolved and users and/or clients are satisfied and agree to close the related incidentEnsure relevant actions have been logged to enable trackingTrain Service Desk Agents and cultivate the service excellence mindset in the Service Desk teamMonitor the performance of Service Desk Agents and identify any training/ coaching intervention requiredMentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement processLead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implementedIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementMonitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner

    Knowledge, Skills and Attributes:
    A good understanding of the vast range of IT operations and NTT service offeringsDisplay excellent levels of client engagementService orientated in natureDemonstrate operational team management and leadership skills and be able to effectively manage the resources that report to themExcellent collaboration skills and ability to interact professionallyBroad understanding of project management principles

    Academic Qualifications and Certifications:
    Bachelor's degree or equivalent in information technology or relatedRelevant technical certifications preferredITILv4 foundation knowledge is required

    Required Experience:
    Demonstrated relevant work experience gained in call centre managed services/services delivery environment within a medium to large information technology environmentEntry level team management/leadership experienceDemonstrable experience leading a team of service desk agentsSkills SummaryIncident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request Management

    What will make you a good fit for the role?Workplace type:On-site Working

    Equal Opportunity EmployerNTT 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

    Join our growing global team and accelerate your career with us. Apply today.

    A career at NTT means:
    Being part of a

    global pioneer –


    where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

    Being at the forefront of

    cutting-edge technology –

    backed with a 150-year heritage of using technology for good.

    With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.

    Making a difference –


    by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

    Being

    your best self –

    in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

    Having ongoing opportunities to

    own and develop your career –

    with a personal and professional development plan and access to the broadest learning offerings in the industry.
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