Team Lead, DC Field Operations

NTT Ltd.•Texas, United States of America, TX

4d•$26 - $34•Onsite

About The Position

The Senior Team Lead, IT Data Centre Operations is an entry-level management role responsible for collaborating on service standards and ensuring service delivery for a 24 x 7 x 365 Network Operations Centre that provides remote level I and level II technical support to users worldwide. The role oversees daily NOC monitoring and administration, including tier 1 support, client service-order ticketing, and technician reporting. This people-management role leads day-to-day team operations, provides guidance and mentorship, and fosters a collaborative, high-performing environment. It also supervises technical staff, manages scheduling and service performance, supports incident response and recovery, and helps maintain and improve operational processes, reporting, documentation, and service quality.

Requirements

Good understanding of service-support principles defined in the ITIL framework.
Working knowledge of enterprise ticketing systems.
Knowledge of managed services products in the IT field.
Knowledge of data center and colocation products and services.
Strong problem-solving, conflict-resolution, and critical-thinking skills.
Strong written and verbal communication skills.
Outstanding customer service and interpersonal skills.
Excellent telephone manner.
Ability to work well under pressure.
Flexible and adaptable to meet the team’s needs.
Process-driven approach and ability to manage and scale a team responsible for consistent, high-quality service delivery to enterprise clients.
Ability to work independently and contribute effectively to a diverse team.
Bachelor’s degree or equivalent in Information Technology, Technology Engineering, or a related field.
Demonstrated experience in managed services or data center services as a provider.
Entry-level direct people-management experience gained in a similar role.
Demonstrated experience working in a Network Operations or Help Desk environment.
Baseline technical aptitude in Help Desk Windows and IP Networking.
Relevant experience with technologies associated with top call reasons, including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.

Nice To Haves

Relevant certifications such as ITIL or HDI are preferred.
Additional certifications such as MCSE, RHCE, CCNA, or CCDA are beneficial.

Responsibilities

Supervise and provide technical guidance to 24/7 technical staff; develop training plans and facilitate cross-training and peer mentoring.
Ensure approved policies, standards, and procedures are followed in the NOC.
Perform lower-level NOC Technician duties and assume workload and shift requirements when needed.
Manage scheduling for Network Operations teams.
Oversee and monitor assigned computing systems through subordinates, ensuring they meet client SLA requirements.
Manage and communicate incidents that impact SLAs.
Respond to and coordinate recovery of assigned computing systems during unexpected outages.
Maintain, develop, and improve NOC reporting capabilities and regularly report to management on SLA compliance.
Perform routine and emergency administration of hosted systems and subsystems according to standard procedures and processes.
Develop and deploy communication and escalation plans to improve incident-management efficiency and effectiveness.
Provide written plans and requirements for enhancing existing or developing new products and service offerings based on industry trends and client needs.
Lead, contribute to, and provide technical quality assurance for outage post-mortem analysis.
Lead and participate in technical troubleshooting calls.
Provide technical quality assurance and review of documentation for the NOC and IT Operations.
Ensure the quality and ongoing capability of remote hands and eyes services across multiple geographies.
Manage client operational calls and run critical incident calls.