Senior Team Lead, IT Data Centre Operations

Senior Team Lead, IT Data Centre Operations Key Responsibilities

• Supervises and provides technical guidance for 24/7 technical staff and develops training plans for the NOC team while facilitating cross‑training and peer mentoring.
• Participates in and ensures approval of the development of policies, standards, and procedures for the NOC.
• May operate as a lower‑level NOC Technician, assuming workload and shift requirements for the team if required.
• Oversees and monitors the performance of assigned computing systems through subordinates and ensures systems are managed to client SLA requirements.
• Manages and communicates incidents impacting SLAs, and responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
• Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
• Performs routine and emergency administration of hosted systems and subsystems in accordance with standard procedures and processes.
• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs.
• Leads, contributes to, and provides technical QA for outage post‑mortem analysis.
• Leads and participates in technical troubleshooting calls.
• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
• Manages client operational calls and runs critical incident calls.
• Contributes to production of scheduled management reports and attends and presents reports at service review meetings.
• Ensures QA and measurement of vendor compliance with negotiated and guaranteed service levels and delivery targets.

• Seasoned knowledge of voice and data networking principles and of the specific technologies used by clients (Juniper, Cisco switches and routers, WAN technologies, routing protocols).
• Seasoned knowledge and understanding of the principles of service support as defined in the ITIL framework.
• Good organizational and team leadership skills; highly focused on business outcomes.
• Seasoned knowledge of enterprise ticketing systems and Managed Services products within the IT field.
• Seasoned knowledge of data center and colocation products and services.
• Excellent written and verbal communication skills with strong interpersonal and customer service skills.
• Ability to work well under pressure and adapt to changing circumstances; flexible and adaptable to meet the team’s needs.
• Process‑driven individual capable of managing and scaling a team responsible for consistent, high‑quality service delivery to an enterprise client base.
• Innovative with a great deal of initiative and a collaborative, yet proactive approach.
• Commercial awareness and relevant industry knowledge, including recent technology trends and awareness of competing products and services.

• Bachelor’s degree or equivalent in Information Technology, Technology Engineering, or a related field.
• Relevant certifications such as ITIL, HDI preferred.
• Additional certifications such as MCSE, RHCE, CCNA, CCDA preferred.

• Solid experience within a data center environment.
• Solid experience in structured cabling, troubleshooting fiber and copper cabling.
• Solid experience in installation of servers, switches, PDUs, and patch panels.
• Relevant demonstrated experience working in Network Operations or Help Desk environments.
• Developing demonstrated supervisory or team‑lead experience in a large 24×7 help desk operation responsible for providing support to revenue‑generating external customers.
• Relevant Help Desk Windows experience; UNIX and NOC experience.

NTTDATA 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.