Manager - Helpdesk/Technical

At NTT DATA, we help simplify the complexity of your digital transformation. A top 10 leader in IT and business services, we are part of the NTT group of companies – with innovation at the heart of our culture.

Roles and Responsibilities:

• End-to-end management of all accounts
• Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls
• Perform root cause analysis using industry standard ITIL practices
• Form collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed
• Matrix management of client, processes and resources including third parties – including resolving conflict to move forward to resolution
• Ensure all administration and reports are maintained and up to date
• Support and nurture process improvements and knowledge base improvements
• Identify improvement opportunities to further enhance the response and resolution of services impacted
• conduct workshops and handle customer meetings as subject matter expert when required
• Complete all the goals/objectives set and activities/tasks assigned/discussed
• Come up with creative ideas for operations and delivery excellence

Requirements:

• Strong comprehension and writing skills
• Excellent verbal communication skills
• High quality major incident management skills to influence and expedite service recovery
• Good working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the incident, problem, and change processes and improvements
• 2 to 4 years of experience in handling multiple teams

Work Timings: Flexible to operate in 24/7

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