Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

Working at NTT

Role

Will be responsible to lead a customer focused delivery team within the Operations organization and will be responsible for full customer ownership, engineering management, and customer Lifecyle. The focus of the position will be around customer satisfaction and stability.

Responsibilities

Track and trend the following for individual evaluation and regular reporting to VP Service Delivery. A manager will be assigned to assist with all workload management, reporting, and escalations.

• Ticket Queue health (aging, delinquent, non-updated)
• Ticket volume opened and closed
• New project volume and completion
• Project Quality review
• Human Resource utilization
• Outage counts and Preventative actions
• Quality concerns and other measures

Responsible for all workload management of the engineers and coordination of staffing and hiring needs and all HR related issues within the team structure.

Assess any gaps in technical skill through the team and work to ensure the engineers are being trained and developed. The goal for the teams is to build system engineers and remove technology silos as much as possible

Set quarterly targets for your team to achieve efficiency and improve customer stability, including meeting contractual SLA’s and cost forecasts, when necessary. Work closely with Customer Delivery Team to forecast any inbound SLA credits or violations based on the contract

Responsible for follow up on production impactful issues with client contacts and ensure preventative actions are being carried out, communicated, and documented to avoid further interruption.

Full customer ownership. This role is the entry point for all customer operational work. Understand all customer priorities, build a strong relationship with all levels of the customer, including executives. Be part of the customer EBR and MBR.

Ensure Business Continuity Plans are in place for S24 Disasters and that the documentation is regularly reviewed / updated to support pulling your team together in crisis. Be responsible for participating in annual testing as scheduled.

Act as lead or point on outages or escalations including but not limited to all customers within the team structure, multi-tenant outages, or any other item that may require direct leadership or focus

Control and initiate, proactive monitoring, proactive health checks and capacity planning, technical review and rationalization of existing environments, performance tuning and enhancement per customer.

Ensure all S24 supported standards and audited controls are adhered to and frequently reviewed within the customer environments. Confirm full support to any in-scope audit being proposed against customer systems within the team’s focus.

Oversee the design and implementation of Security Administration practices for customers within the team’s focus. Align with best practices from S24 Security group and respond timely to any deviations to standards, should they arise.

Provide resource assistance to peer Service Delivery Directors as needed to assure all projects and major support efforts succeed on time and without issue.

National and international travel up to 15% of overall annual schedule, primarily intended for building customer relationships with key clients.

Leadership and Team Focus

• Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
• Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
• Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.
• Effectively utilizes each team member to his/her fullest potential; motivates team to work together in the most efficient manner.
• Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.
• Keeps track of lessons learned and shares those lessons with team members and peers.
• Mitigates team conflict and communication problems; provides information that insures interest and understanding.
• Promotes innovation, creativity, communication and effectiveness, always striving for continuous improvement.
• Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24’s values and culture.
• Takes full ownership of the customer experience, from new customer onboarding into support;

Qualifications

EDUCATION REQUIRED:

Bachelor’s Degree or equivalent in Business Administration, Computer Science, Computer Information Systems, or Finance. Will also accept equivalent of Bachelor Degree through any suitable combination of education, training, or experience.

EXPERIENCE REQUIRED:

3 years experience in a global IT infrastructure management or equivalent leadership position

SPECIAL REQUIREMENTS:

Experience must include:

• Development and execution of disaster recovery plans and business continuity plans.
• Incident / crisis remediation, ability to pull groups together during major event and coordinate response.
• Complaint de-escalation techniques and ability to build trust with client contacts.
• Read and recognize trends in regular reporting, make non-emotional recommendations supported by data.
• Organization and ability to context switch effectively while keeping a team focused on key priorities

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.

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.