Found Description
The Senior Team Lead, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level, ensuring client satisfaction and the successful continuance of business operations within NTT.
Key Roles and Responsibilities
- Monitors 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 knowledge to resolve issues, documents them, and pushes 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 highlights any ...