Field Tech Senior Manager

Req ID: 375894 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Senior Manager to join our team in Taguig City, National Capital Region (PH-00), Philippines (PH).

Skills

Strong verbal and written communication skills. Manages escalated client situations with a focus on building positive client relationships. Excellent understanding of internal service processes and able to articulate these to clients. Strong technical and product knowledge.

Primary Purpose Of The Role:

Supervise and manage a team of IT desktop support associates, smart hands, network & voice resources. Ensure the team provides effective & timely day-to-day IT support, advice, guidance & diagnosis, and timely incident resolution for client. You will facilitate the day-to-day management of client incidents and requests & tech room operations ensuring a timely response within the established Service Level Agreement (SLA) and perform follow up on incidents/requests with client as needed to ensure customer satisfaction. The role assists the client portfolio to meet their goals in infra management and uptime. The role is part of the Shared Services team flexibly providing IT support and related services. A client focused, service excellence delivery orientation is critical to success in this role.

Accountabilities:

1. Supervise and manage an IT support team (desktop, telephony, network & infra) unit to achieve optimal operational outcomes & contractual obligations. Manage the day-to-day work activities of the team, including rosters, timelines, expected customer experience, billing, prioritizing, and allocating workflow. Provide timely and effective advice, information, and expert technical interpretation on complex IT support matters, in a manner easily interpreted by team members and stakeholders. Work closely with HRBP to ensure corrective actions are put in place as needed. Place the customer at the center of all decision making and effectively assist team and respond to customers who may have limited knowledge and/or skills in the area of IT support.
2. Be the key IT Support point of contact for the client portfolio and proactively partner with leaders to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality. Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving, and referring IT support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational, and business risks are minimized. Monitor, review, and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
3. Supervise and provide IT support for a range of devices, hardware, software, network, systems, and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests, and problems. Troubleshoot and provide fast support via remote desktop connections when needed to assist fellow team members. Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades, and testing. Ensure antivirus installation, scans and monitoring and other security protocols as per required standards. Collaborate with colleagues and TechRoom/Smarthands and other departments to achieve issue resolution, escalation, and compliance as appropriate.
4. Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions, and implementation of systems resource use policies in accordance with security procedures and delegations.
5. Collaborate with different client departments, Central Operations, and leadership team to coordinate, schedule, install, configure, integrate, and analyze end user hardware and/or software, devices, peripherals and applications. Monitor installations effectiveness and compliance and ensure configuration management records are maintained. This role requires the person to be the single point of contact for any escalations within managed locations.
6. Oversee and provide (where applicable) end user specialist research IT infrastructure and interface support including support for specific applications (e.g., finance, treasury, markets, HR systems).
7. Provide local IT asset management support and administration in accordance policies and procedures in place. Work with IT Services Division, and Procurement & Licensing Office requirements, as necessary. Manage and oversee the provision of disposal, removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.
8. Develop, plan, and manage IT Support projects and programs. Coordinate and implement backup and disaster recovery solutions as per procedures. Coordinate and respond to service interruptions and other critical situations to re-establish system functionality. Contribute to business continuity and disaster recovery plans.
9. Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms, and applications. Maintain awareness of industry developments, and emerging technologies and systems. Manage and support the validity of IT reference, knowledgebase, and training materials to ensure team members access and apply up-to-date solutions for known issues; and stakeholders have increased resolution at first point of contact.
10. Seek opportunities for enhancing the IT Support services through collaboration with peers, team members and other stakeholders, so as to maximize efficiency, leverage collective knowledge, and deliver integrated client services.
11. Perform as Departmental Health & Safety Officer, first aid and/or fire warden duties (if required); and ensure reasonably practicable steps are taken to create a safe and healthy work environment.
12. Rigorous monitoring of daily incoming workload through ServiceNow to ensure all tickets are managed well within SLA and equal workload distribution among team members. Review team members KPI and provide necessary coaching on a weekly/monthly basis.

Job Description:

1. Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology
2. Ensuring all compliance requirement (training/timesheet submission) is done within timelines
3. Training employees on new programs/processes or applications as needed
4. Ensuring that all IT equipment is in good working order and that backups are being performed
5. Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
6. Ensuring that security measures are in place to protect against unauthorized access to sensitive data
7. Managing projects that require coordination with other departments within the organization or with external vendors or partners
8. Recommending new technology solutions to improve efficiency
9. Reviewing and approving purchase orders for computer equipment and software
10. Ensuring asset inventory is kept up today for managed locations by continuously revising and providing update to leadership. Ensure tickets are updated with necessary new information
11. Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis. Necessary coaching to take place as needed if slippage is noticed
12. Overseeing day-to-day operations of the IT department, including hiring new staff members when needed
13. Develop and implement policies and procedures
14. Ensure timely resolution of issues and requests
15. Responding to client support requests.
16. Contacting clients to find out the nature of the problem.
17. Traveling to the client’s location or connecting via a remote link.
18. Troubleshooting hardware and software issues.
19. Installing and maintaining hardware and computer peripherals.
20. Installing and upgrading operating systems and computer software.
21. Troubleshooting networking and connection issues.
22. Advising on software or hardware upgrades.
23. Providing basic training in computer operation and management.
24. Completing job reports and ordering supplies (if required)
25. Provide network technical support for network related incidents, changes and projects
26. Troubleshooting of Cisco and wireless technology, network routing and switching
27. Coordinate with higher, peer and subordinate elements to troubleshoot, modify or establish LAN/Voice/Video services in support of the mission.
28. Implement and maintain networked systems, including configurations, supporting / troubleshooting network problems and coordinating with vendors for installation of such items as routers, bridges, concentrators, and switches
29. Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network to include but not limited to: Cisco Unified Communications Manager, Unity voicemail, Voice Gateways, Cisco router/switch, Jabber, Telepresence, and Codian MCU devices. Avaya phones, Avaya Media Gateway
30. Manage, operate, and maintain LAN/Voice/Video services for the Command.
31. Provide and manage a secure, high-performance network, for services including VoIP, QoS, CoS, LAN’s, SBC’s, traditional TDM and SIP.
32. Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits, and other assessments

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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