Senior MS Operations Team Lead: Cyber Security
6 days ago
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 Cyber Security Team Lead, Managed Services Operations is a developing subject matter expert, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.
This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. The primary objective of this role is to ensure contracted Managed Services Cyber Security outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.
What you'll be doing
Key Responsibilities:
- Manage a team of high performing Cyber Security engineers.
- Stay up to date with current Cyber Security trends and challenge the project teams and solutions team.
- Monitor the work queues and provide support to clients where the ticket is highly technical or sophisticated in nature.
- Work independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
- Provide support to all escalated incidents.
- Share knowledge to resolve issues, document them, and push the knowledge down to other engineers.
- Act as emergency support contact as needed, for critical client and business-impacting issues.
- Ensure that the shift handover process highlights any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
- Timely escalation of all tickets to management with ensuing updates, where applicable.
- Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
- Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
- Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
- Coach teams within remit by offering technical expertise and pushing work down to other engineering teams.
- Perform quality audits, covering process, service experience, and ticket updates as required.
- Drive service delivery to clients and apply standardized service management service operations (SMSO) to deliver managed services.
- Provide operational support and continuous service improvement post client handover from Technical Services (or other) teams.
- Implement training and development initiatives for direct reports.
- Engage with clients for technical operations as part of routine operations.
- Constantly measure and analyze team's delivery capabilities.
Knowledge and Attributes:
- Good organizational and team management skills.
- Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
- Seasoned understanding of budgets and cost management.
- Good time management, prioritization, and delegation abilities.
- Good focus on client centricity.
- Highly focused on business outcomes.
- Ability to guide the team through transformational objectives set out by the business.
- Ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent degree in Information Technology or Computing or related field.
- ITIL certification is desirable.
Required Experience:
- Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
- Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
- Solid demonstrated experience in organizational change management (transformational experience).
- Solid demonstrated experience in domain towers such as Cyber Security, Network Security, Cloud Security.
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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