{"id":2518869,"url":"https://alion.io/job/ntt-technical-operations-manager-2","title":"Technical Operations Manager","company":{"id":121,"name":"NTT","domain":"global.ntt","url":"https://alion.io/company/ntt","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":44000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1820},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-14T10:30:42Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T19:10:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Make an impact with NTT DATA\nJoin 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.\nYour day at NTT DATA\nThe Team Lead, Managed Services Operations is an entry level management role, responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.\nThis is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.\nThe primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.\nKey responsibilities:\nMonitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.\nWorks independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.\nProvides support to all escalated incidents.\nShares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.\nActs as emergency support contact as needed, for critical client and business-impacting issues.\nEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift.\nTimely escalation of all tickets to management with ensuing updates, where applicable.\nProactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.\nSystematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.\nUses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.\nPerforms quality audits, covering process, service experience, ticket updates as required.\nDrives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services.\nProvides operational support and continuous service improvement post client handover from Technical Services (or other) teams.\nImplements training and development initiatives for direct reports.\nEngages with clients for technical operations as part of routine operations.\nConstantly measures and analyze team’s delivery capabilities.\nTo thrive in this role, you need to have:\nGood organizational and team management skills.\nGood communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.\nDeveloping understanding of budgets and cost management.\nGood time management, prioritization and delegation abilities.\nGood focus on client centricity.\nHighly focused on business outcomes.\nAbility to guide the team through transformational objectives set out by the business.\nAbility to work across different cultures and social groups.\nAbility to work well in a pressurized environment and adapt to changing circumstances.\nAcademic qualifications and certifications:\nBachelor’s degree or equivalent degree in Information Technology or Computing or related field.\nITIL certification is desirable.\nRequired experience:\nDemonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organization.\nDemonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).\nDemonstrated experience in organizational change management (transformational experience).\nRelevant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.\nWorkplace type:\nOn-site WorkingAbout NTT DATA\nNTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune\nGlobal 100. We are committed to accelerating client success and positively impacting society through\nresponsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with\nunmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and\napplication services. Our consulting and industry solutions help organizations and society move\nconfidently and sustainably into the digital future. As a Global Top Employer, we have experts in more\nthan 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as\nestablished and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each\nyear in R&D.\nEqual Opportunity Employer\nNTT 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.\nThird parties fraudulently posing as NTT DATA recruiters\nNTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. 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