Networking operates as part of the Service Management Team in conjunction with the Global Centre of Excellence and is accountable for service delivery to the client in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Radford reference:

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function

Key Roles and Responsibilities:

  • Proactively monitor and drive service delivery to clients from the Operations Centre and / or CoE
  • Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and / or CoE
  • Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
  • Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
  • Create and maintain a comprehensive list of client requirements, scope of deliverables, technology, and the delivery model
  • Run the managed services operations in alignment to the service management service operations (SMSO) process, delivering promised outcomes to our clients.
  • Provide operational support and continuous service improvement post client hand over from TS (or other) teams
  • Plan and implement training and development initiatives for direct reports
  • Review training requirements for service operations teams
  • Engage with clients for technical operations as part of routine operations
  • Plan and implement key service improvement priorities based on a continual service improvement approach
  • Feed continual service improvement priorities into automation team
  • Lead the team in the implementation of strategic initiatives
  • Measure, analyse and improve team’s delivery capabilities
  • Ensure that tracking and monitoring of performance of service delivery through all channels(human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
  • Responsible for the day-to-day running of the Operations Centre and/orCoE in line with the performance established by the business
  • Ensure maximum up-time and the accurate and early response to client operational issues
  • Responsible for resource planning and work allocation to meet agreed service levels
  • Identify opportunities for continuous service improvement
  • Engage with clients for technical operations as part of routine operations

Knowledge, Skills, and Attributes:

  • Excellent organizational and team leadership skills (e.g. Leading a highly technical team)
  • Excellent communication skills – both verbal and written
  • Negotiation skills
  • Ability to collaborate with internal stakeholders and external clients
  • Ability to understand budgets and cost management
  • Strong leadership skills including effective time management, prioritization and delegation of work
  • Excellent focus on client centricity
  • Highly focused on business outcomes
  • Personnel Management, Mentoring
  • Ability to guide the team through transformational objectives set out by the business
  • Ability to communicate and work across different cultures and social groups
  • Ability to work well in a pressurized environment
  • Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

  • Typically requires substantial related experience with a Bachelor’s or equivalent degree; or
  • CCNP certification; or extensive experience in either managing a network team and /or managing the delivery of a managed service to a client
  • ITIL certification
  • Relevant technical certifications within the Networking landscape will be and added benefit.

Required Experience:

  • Substantial experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
  • Substantial experience in management of people, process, and technology
  • A broad exposure to network technology, including LAN, WAN, Wi-Fi, Core Services (DNS, DHCP, NTP, AD), Security, Network Monitoring
  • Relevant experience in Networking architecture/ design will be an added benefit
  • Experience in Service and Service Level Management will be an added benefit (e.g. experience in managing a service agreement / contract with a client)

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