MS Engineering Team Lead
NTT Corporation
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Responsible for installation, configuration and fault management process implementation
- Assist with the development of a managed services engineering strategy, operational processes, standards and policies
- Ensure that all direct reports adhere to operating procedures and standards in delivery of outsourced engineering services to clients to meet and exceed service level agreements
- Initiate and implement engineering framework based around ITIL including SLAs and KPIs
- Develop and ensure the implementation of procedures in terms of incidents, root cause analysis, problem management, communication and incident management
- Ensure all incoming tickets are appropriately assigned to the engineers and follow-ups are performed to close the tickets within the agreed SLAs
- Maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model
- Work or follow-up with the Engineering teams on critical issues and be a point of contact to clarify if any process, procedural, accountability issue arises
- Establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels
- Produce breach and other reports that are necessary for the correct operation of processes, identifying failures and short-comings in the current processes and make and ensure the implementation of improvement initiatives
- Liaise with relevant stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution
- Engage internal teams, NTT stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided
- Manage and provide leadership to a team in fulfilling MS engineering function with the highest level of efficiency and client satisfaction
- Possess sound knowledge of communications infrastructure and systems
- Excellent leadership and management capability
- Good strategic and critical thinking skills
- Deep understanding and knowledge of managed services operations and engineering functions
- Understands budgets and cost management
- Effective time management, prioritisation and delegation of work
- Cost-benefit analysis and general commercial acumen
- Excellent interpersonal, business management and customer-service skills
- strong knowledge of operating system and virtualized platforms
- Bachelor’s degree or equivalent in Information Technology, Engineering, IT Security or other related discipline preferred
- Relevant technical certifications preferred
- ITIL certification required
- Demonstrated experience in operational management of people, process and technology
- Demonstrated experience in a managerial / team lead role in an engineering or platform support capacity
- Demonstrated experience in organisational change management (transformational experience)
- Solid experience in coaching and mentoring teams daily
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Demonstrated experience of supporting enterprise hardware and relevant server software