MS Operations Manager - NTT America Solutions, Inc. - Durban

Want to be a part of our team? Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives. The Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. Their primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives. Working at NTT Key Roles and Responsibilities: - Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature - Works 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 - Provides support to all escalated incidents - Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers - Acts as emergency support contact as needed, for critical client and business-impacting issues - Ensures that the shift handover process highlight 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 identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks - Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices - Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments - Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams - Performs quality audits, covering process, service experience, ticket updates, etc. as required - Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services - Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams - Implements training and development initiatives for direct reports - Engages with clients for technical operations as part of routine operations - Constantly measures and analyses team's delivery capabilities Knowledge, Skills and Attributes: - Demonstrated 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 - Effective time management and prioritisation of work - Ability to delegate work across the team - 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 pressurized environment - Ability to adapt to changing circumstances Academic Qualifications and Certifications: - Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor's or equivalent degree - ITIL certification Required Experience: - Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organisation - Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc.) - Solid demonstrated experience in organisational change management (transformational experience) - Solid demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre dimensiondatacareers Skills Summary Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management What will make you a good fit for the role? Workplace type : Hybrid Working 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 Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success Apply Now

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MS Operations Manager - Durban

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