{"id":1767437,"url":"https://alion.io/job/ntt-technical-operations-manager","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":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":61000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ansible","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"BGP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"MPLS","optional":false},{"name":"OSPF","optional":false},{"name":"Prometheus","optional":false},{"name":"Python","optional":false},{"name":"Scrum","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-05T22:19:57Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"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\nJob Profile Summary\nThe Technical Operations Manager will be responsible for the operational leadership, service delivery, governance, and continual improvement of enterprise networking and observability services. The role manages a team of network, wireless, SD-WAN, and observability engineers responsible for the support, maintenance, monitoring, and optimization of client managed services infrastructure.\nThe Technical Operations Manager ensures the availability, performance, security, and service quality of Cisco SD-WAN, Cisco Wireless, NETSCOUT, and observability platform stack. The role provides leadership across operational support functions, incident management, customer engagement, service assurance, automation initiatives, and technical governance while ensuring compliance with service levels and contractual obligations.\nThe incumbent will work closely with clients, architects, engineering teams, vendors, and business stakeholders to ensure operational excellence and drive continuous service improvement.\nJob Description\nOperational Leadership\nLead and manage network operations responsible for Cisco SD-WAN, Cisco Wireless, Observability, and Network Performance Monitoring services.\nEnsure the successful delivery and operational support of managed services in accordance with contractual SLAs and OLAs.\nOversee the 24x7 monitoring, management, and support of customer environments.\nProvide technical and operational leadership during major incidents and service outages.\nEnsure all operational processes are aligned to ITIL best practices.\nDrive operational excellence through process standardization, automation, and continual improvement initiatives.\nMaintain responsibility for overall service performance, customer satisfaction, and operational stability.\nService Delivery Management\nEnsure effective delivery of managed network and observability services across all supported customer environments.\nMonitor service performance against agreed service levels and contractual commitments.\nReview service metrics, trends, and operational reports to identify areas for improvement.\nCoordinate service transition activities for new customers, technologies, and projects entering operational support.\nManage service risks, escalations, changes and mitigation plans.\nParticipate in customer governance meetings, service reviews, and operational steering committees.\nDevelop and maintain data driven service improvement plans.\nTechnical Governance and Oversight\nProvide operational oversight for:Cisco SD-WAN environments\nCisco Catalyst and enterprise networking infrastructure\nCisco Wireless LAN environments\nNETSCOUT nGeniusONE solutions\nObservability stack environments\nDashboards and observability platforms\nNetwork telemetry and analytics platforms\nIPSEC VPN services\nRouting and switching environments\nNetwork automation platforms\n\nValidate operational readiness for new technologies and solutions.\nEnsure platform standards, monitoring standards, and operational procedures are maintained and reviewed regularly.\nEnsure compliance with information security, governance, and risk management requirements.\nObservability and Monitoring Leadership\nOwn the operational strategy for enterprise observability services.\nDrive enhancements to monitoring coverage, alerting effectiveness, and event correlation capabilities.\nEnsure monitoring systems provide proactive visibility into service health and customer experience.\nOversee the development of dashboards, analytics, and reporting capabilities using the observability data stack.\nLead initiatives focused on reducing incident volumes through predictive monitoring and automation.\nEnsure monitoring platforms remain secure, resilient, scalable, and aligned to customer requirements.\nIncident, Problem and Change Management\nAct as the escalation point for Priority 1 and Priority 2 incidents.\nLead major incident management activities and post-incident reviews.\nOversee root cause analysis investigations and ensure corrective actions are implemented.\nEnsure change management processes are followed and operational risks are effectively managed.\nReview recurring incidents and implement long-term remediation strategies.\nDrive continuous reduction in service-impacting incidents.\nCustomer Engagement\nEstablish and maintain trusted relationships with customer stakeholders.\nPresent operational performance, service reviews, and improvement plans to customers.\nManage customer escalations and ensure timely resolution.\nWork collaboratively with client stake holders to align operational services with business objectives.\nAct as an operational advisor for network and observability services.\nReporting and Governance\nPrepare and present:Monthly Service Reports\nSLA Achievement Reports\nIncident Trend Analysis\nProblem Management Reports\nCapacity and Availability Reports\nRisk Registers\nLifecycle, Patch, SLA Cert management reporting\nAccess management\nService Improvement Plans\nPCI audit participation and management\nWeekly operations meetings\n\nEnsure the accuracy and integrity of operational reporting data.\nMeasure the service performance against established KPIs and service objectives agreed with the client.\nKey Performance Indicators (KPIs)\nThe Technical Operations Manager will be measured against:\nSLA Compliance Achievement\nService Availability Targets\nArchitecture accuracy\nMean Time to Restore Service (MTTR)\nMonitoring accuracy\nCustomer Satisfaction Scores (CSAT)\nMajor Incident Reduction\nChange Success Rate\nService Improvement Delivery\nAutomation and Operational Efficiency Gains\nAudit and Compliance Outcomes\nRequired Qualifications\nEducation\nBachelor's Degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent experience.\nITIL v4 Foundation (Minimum)\nITIL Managing Professional (Advantageous)\n\nProfessional Certifications\nEssential\nCisco CCNA Enterprise\nCisco DevNet Associate\nITIL v4 Foundation\nAdvantageous\nCisco CCNP Enterprise\nCisco SD-WAN (ENSDWI)\nCisco Wireless Certifications\nNETSCOUT nGeniusONE Certifications\nFortinet NSE4 or higher\nPMP or Prince2\nCertified Scrum Master\nCloud Platform Certifications (Azure or AWS)\nExperience\nMinimum 8-10 years experience in enterprise network operations.\nMinimum 5 years experience managing technical operations teams.\nExperience managing large-scale Cisco networking environments.\nExperience supporting enterprise SD-WAN environments.\nExperience managing Cisco Wireless deployments.\nExperience operating enterprise monitoring and observability platforms.\nExperience within a Managed Services Provider (MSP) or Managed Network Services environment.\nExperience with service delivery governance and customer-facing operations.\nExperience leading major incident and problem management processes.\nExperience managing and collaborating with external vendors\n\nTechnical Competencies\nNetworking\nCisco SD-WAN\nBGP\nOSPF\nMPLS\nDIA\nVPN Technologies\nIPSEC\nNetwork Security\nEnterprise Routing and Switching\nWireless\nCisco Wireless LAN Controllers\nCisco Access Points\nWireless Design Principles\nRF Fundamentals\nObservability & Monitoring\nPrometheus\nGrafana\nNETSCOUT nGeniusONE\nSNMP\nTelemetry\nNetwork Analytics\nPerformance Monitoring\nCapacity Management\nAutomation\nPython\nAnsible\nNetwork Automation Frameworks\nAPI Integrations\nInfrastructure as Code Concepts\nOperations\nITIL Service Management\nMajor Incident Management\nProblem Management\nChange Management\nCapacity Management\nAvailability Management\nService Reporting\nCore Competencies\nStrategic Leadership\nCustomer Relationship Management\nTechnical Decision Making\nTeam Development and Coaching\nService Delivery Excellence\nBusiness Acumen\nRisk Management\nStakeholder Engagement\nFinancial Awareness\nCommunication and Presentation Skills\nNegotiation and Conflict Resolution\nContinual Service Improvement\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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