Team Lead

**Team Lead - Managed Services Operations CSOC**

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

**Want to be a part of our team?**

The CSOC team lead is responsible for day-to-day operational service delivery both internally and for clients, whilst supporting an operations team of technically diverse engineers. The team lead is the first level of escalation within the CSOC team and oversees the monitoring, investigating and resolution of incidents and problems and the completion of requests and changes through the adherence to CSOC standard processes and procedures. The CSOC team lead is also responsible for facility management and internal change management within the team.

Managed Services supports day-to-day operations, across multivendor hybrid IT environments. Engineers ensure client IT infrastructure, systems and solutions remain operational through proactively identifying, investigating, and resolving technical issues, restoring service, and facilitating the automated management and control of these systems.

**Working at NTT**
- Monitors ticket queues and ensures tickets are regularly updated.
- Works independently, with general direction from the client, stakeholders or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.
- Provide support to escalated incidents.
- Timely escalation of all tickets to management with ensuing updates, where applicable.
- Act as emergency support contact as needed, for critical client and business impacting issues.
- Proactively identifies, contributes, implements and works with automation teams for effort optimization and automation of routine tasks.
- Performs quality audits, covering process, service experience, ticket updates etc as required.
- Drive service delivery to clients from the Operations Centre.
- Engage with clients and collaborate with internal teams for technical operations as part of routine operations.
- Provide operational support and continuous service improvement post client handover from TS (or other) teams.
- Assist with on-boarding of new clients into Managed Services support.
- Constantly measure and analyse team’s delivery capabilities to Support, maintain and manage the technical aspects of a managed solution.
- Implement training and development initiatives for direct reports.
- Lead talent acquisition / recruitment activities for vacant positions in direct team.
- Set goals and manage performance for direct reports.
- Manage resources including leave, timesheets, on call rosters, rosters during peak times such as Christmas / Easter or handover on long running critical incidents.
- Operate within Security and Compliance frameworks.
- Assist in the facility and access management of both the Operations Centre office and the data centres.
- Runs internal CSOC change management.
- Understand and comply with the requirements of being part of a 24x7 on-call operation.

Core Technologies

Windows Server, Linux, VMware, Server Infrastructure (Dell EMC, HP, Cisco), Backup: Data Domain, Veeam, Networker, PPDM, Hyperscale Cloud; Azure / AWS, Messaging & Collaboration: Exchange, Teams, O365, Storage: NetApp, Dell EMC, Automation technologies: Ansible, Jenkins, Terraform, Scripting: Powershell, Bash, Python, Tanium / SCCM / WSUS, PAM: Secret Server, Monitoring: Icinga

**What will make you a good fit for the role?**
- Proven experience in effectively managing a team of diverse engineers, preferably in a secure managed services environment.
- Experience in management of people, processes, and technology.
- Moderate level experience in coaching and mentoring teams daily.
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc).
- Relevant experience in at least some of the technical stack and / or leading multi discipline teams.
- Any of following will be highly regarded: Bachelor’s degree in IT or a related discipline; ITIL Foundation certification v3 / v4; Relevant / Current Technical Certifications in the technical stack, Team Lead / Coaching training
- Excellent communication skills - both verbal and written.
- Ability to collaborate with internal stakeholders and external clients.
- Ability to understand budgets and cost management.
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