Job Information
NTT America Solutions, Inc. IOC Supervisor in Hyderabad, India
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, 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.
What you'll be doing
Key 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 activities
Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately registered and categorized
Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking
Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Monitor 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 offerings
Display excellent levels of client engagement
Service orientated in nature
Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
Excellent collaboration skills and ability to interact professionally
Broad understanding of project management principles
Academic Qualifications and Certifications:
Bachelor's degree or equivalent in information technology or related
Relevant technical certifications preferred
ITILv4 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 environment
Entry level team management/leadership experience
Demonstrable experience leading a team of service desk agents
Workplace type :
On-site 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.