Monitoring Team Lead: MS Operations

Want to be a part of our team?

As the Monitoring Team Lead, your primary responsibility is to ensure a smooth experience for our clients by effectively managing the operational aspects of Telco related incidents. This involves aligning our internal processes with vendor processes to minimize the time it takes to repair a fault. By closely monitoring and supervising the fault resolution process, you will play a vital role in reducing the likelihood of breaches in service level agreements (SLAs).

Additionally, as the Monitoring team lead, your primary objective is to ensure that the expected service levels are met and maintained. This involves closely monitoring business metrics and taking necessary actions to address any potential SLA breaches. You will serve as an escalation point for faults that are at risk of breaching SLAs, ensuring prompt resolution and customer satisfaction.

Overall, your role is crucial in maintaining a seamless client experience, managing fault resolution processes, and ensuring adherence to service levels and business metrics.

Working at NTT

Key Roles and Responsibilities:

• By managing the comprehensive resolution of incidents and requests, you will contribute to minimizing downtime for our clients and ensuring a smooth experience for them. This also involves ensuring that repairs are carried out in line with established processes and best practices to maintain a high level of service quality.
• Proactively monitor and drive service delivery to clients
• Work with client delivery teams
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Measure, analyse and improve teams delivery capabilities
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of the MS Operations Centre in line with the performance established by the business
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
• Engage with clients for technical operations as part of routine operations

Knowledge, Skills and Attributes:

• Excellent organisational and team leadership skills
• Excellent communication skills both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

• Typically requires substantial related experience with a Bachelors or equivalent degree
• 3 - 5 years industry related experience
• ITIL certification
• Relevant technical certifications
• CCNA / CCNP

Required Experience:

• Substantial experience in coaching and mentoring teams on a daily basis and managing team reports
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Relevant experience in a National Operations Centre (NOC) managing 3rd party vendors

What will make you a good fit for the role?

Equal Opportunity Employer

NTT 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