Team Lead, Service Delivery Client Engineering

4 weeks ago

Prague, Czech Republic NTT America Solutions, Inc. Full time

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 Team Lead, Service Client Engineering is an entry level management role, responsible for driving remote support for a wide variety of service delivery management activities. Prior IT knowledge is NOT mandatory.

The Service Delivery Team you will be leading is in charge of first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, SDI License Management and MACD services.

What you'll be doing

Key Responsibilities:

  • Managing team of Service Desk/L1 and L1.5 technical engineers.

  • Ensures the Incidents and Requests logged through the team are resolved within the acceptable level of SLA.

  • Ensures team is following relevant KB’s and FCR methods to solve client incidents and request fulfilment.

  • First point of contact for client Escalations for the tickets supported by the team and ensuring the client escalations closed with proper escalation closing procedures and addressing process gaps if any.

  • Monitors the Team KPI dashboards and providing relevant reports to management and client for any deviations from the targets agreed.

  • Reviews the recurring or high impact incidents and manages them through problem management process.

  • Identifies automation candidates to improve team efficiency.

  • Leads the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

  • Identifies gaps and short comings in the current processes, procedures, services and provides recommendations for improvement.

  • Monitors backlog and use escalation channels to get the right team involved to resolve tickets in timely manner.

  • Monitors the performance of engineers and identifies the training/ coaching intervention required.

  • Mentors and provides coaching to engineers/agents to improve their performance.

Knowledge and Attributes:

  • Demonstrate good analytical thinking skills.

  • Developing management abilities.

  • Demonstrates problem analysis and solution formulation skills.

  • Demonstrates learning and service orientation.

  • Ability to communicate and work across different cultures and social groups.

  • Ability to maintain a positive outlook at work.

  • Ability to work well in a pressure environment.

  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.

  • Ability to adapt to changing circumstances.

  • Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.

  • Nice to have: Relevant knowledge of IT infrastructure and systems.

  • Nice to have: Relevant understanding of IT operations.

  • Nice to have: Display relevant technical expertise.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent. Nice to have it in Information Technology / Computing or related field.

  • Nice to have: ITIL Certification

  • Nice to have: Microsoft Certification (Azure, MCSA, MCSE).

Languages:

  • Mandatory: English

  • Nice to have: any other European language such as Spanish, Dutch, German, French, Italian, Czech...

Required Experience:

  • Experience managing a Client Facing team.

  • Nice to have: Experience managing a Technical Team.

  • Nice to have: Experience within the Technology Industry and Service Delivery.

  • Nice to have: Experience working mostly with Microsoft Infrastructure technologies, such as - AD - Exchange, Skype for Business, Windows Server, Windows Azure, etc.

Workplace type :

Hybrid Working

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 organizations 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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