Job Information
NTT America Solutions, Inc. Support & Managed Services Delivery Manager in Katowice, Poland
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Manager, Support & Managed Services Delivery is a management role, responsible for driving remote support for a wide variety of service delivery management activities.
This includes first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, and MACD services.
The Manager, Support & Managed Services Delivery makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner for L1 and L2 activities.
What you'll be doing
Key Responsibilities:
Truly lead and grow a team of technical experts and support specialists. Hire, develop and retain top talent. Manage performance, set objectives, and coach your technical support team to help them achieve their career goals and transform into new areas.
Oversee support and managed services to ensure high quality, SLA delivery, and customer satisfaction. Partner with customer technical leads, business owners, executives, and partners to manage a long-term, close, and supportive cooperation.
Interact with sales, go-to-market, partners, and customer technical stakeholders to secure skills, analyse risks and make decisions on priorities.
Manage support services daily engagements including utilization, SLAs, demand, forecasting, and other business metrics.
Facilitate an environment of inclusion that leverages diverse perspectives and talent.
Required Qualifications:
Solid knowledge and understanding of a wide variety of networking, data centre, and security technologies (mostly Cisco, Dell/EMC, FortiNet, VMware etc.).
Firsthand experience of implementing and/or supporting Cisco networking architectures with a minimum level of awareness regarding secure infrastructure solutions (such as next-generation firewalls, Cisco ISE, etc.) is required.
Ability to communicate fluently in Polish and English.
Preferred Qualifications:
Experience in building and managing technical support teams, including hiring, developing, setting objectives, and managing performance.
Understanding of value proposition of cloud computing.
Experience managing support and/or managed services units and working with vendors/partners on delivering of IT support services.
Excellent business acumen and creative problem-solving skills.
Strong organizational project management and people leadership skills.
We Offer:
Employment contract & hybrid work,
Necessary work tools (laptop, iPhone, company car),
Private medical care with dental option,
Employee Assistance Program (e.g. psychological),
Cafeteria platform,
Group life insurance,
Individual training budget,
Online training platform,
Employee Retirement Program,
Shorter Fridays (we work until 2:30 PM),
Flexible working hours and hybrid work model,
Discounts with our technology partners.
Workplace type :
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.