In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.
The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.
Want to be a part of our team?
The Senior Implementation Engineering Team Lead provides operationally management and support to a team of Engineer / Technicians who are accountable for installation, configuration and fault management. This position provides technical support to NTT (Ltd) clients.
Manages teams of incumbents responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting, and client training. Interfaces with consulting, sales, and project management teams to develop strategy and resource plans to anticipate demand for implementation services and workforce needs. Provides client insight and feedback to product development and professional services teams for product and services improvement. May directly lead the largest or most-complex client implementations. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
Key Roles and Responsibilities:
Assume responsibility for the supervision and co-ordination of the activities of the engineers, in line with performance targets.
Manage and supervise the execution of installations and other assignments.
Manage and coordinate initiatives to solve client problems.
Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.
Manage the quality of work by ensuring that the assigned infrastructure at the client site is configured, installed, tested and operational.
Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.
Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
Manage resource capacity to achieve service level agreements.
Provide technical consultation to clients when required.
Assume leadership for relevant technologies according to domain or specialization and/or a variety of domains.
Track and report on client technical engagements and identify areas for improvement.
Support and implement the initiatives determined by senior management.
Assumes advisory role to help the project manager achieve deadlines and goals.
Knowledge, Skills and Attributes:
A solid understanding of the vast range of IT operations and NTT service offerings
Good knowledge and understanding of IT industry environment and business needs
Display good levels of client engagement
Service orientated individuals who are able to manage client value whilst maintaining profitable business results
Display operational team leadership skills and able to effectively manage the resources that report to them
Good collaboration skills and able to interact professionally
Good attention to detail
Understanding of project management principles
Academic Qualifications and Certifications:
ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
Relevant technical certifications
Good level of relevant experience in similar role within a related environment
Solid previous experience operationally supervising a technical team
Good experience dealing with clients and managing service levels
Several years of experience as part of a software or other technical service implementation team
Project administration and reporting experience
What will make you a good fit for the role?
Standard career level descriptor for job level:
• Assignments received include goals and the process by which to meet the goals
• Gives direction to employees according to established policies and management guidelines
• Recommends changes to units or sub-unit policies
• Higher level management reviews work
• Applies judgement within defined policies and procedures
• Mistakes impact missed schedules
• Interacts with subordinate managers or peers from other functional areas in other to gain cooperation
• Presentations are around technical information or schedules
• Subordinates are typically from P-band or S-band
• Advises unit or sub-unit and may get involved to meet schedules or project deliverables or help to solve problems
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.