Manager, IT Data Center Operations

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Your day at NTT DATA

The Manager, IT Data Center Operations will lead a talented and diverse technical support team, ensuring the seamless support of multiple core business functions and services.

As a key member of the Data Center Operations team, you will oversee the delivery of exceptional services to our clients through a 24x7x365 Enterprise Service Desk. This includes Incident Management, Monitoring, Call Center support, and Tier 1 technical support for NTT Customers and Employees. Your responsibilities will also encompass the delivery of Data Center services such as Remote Hands and Eyes, and Cross Connects, all aimed at maintaining the highest levels of service delivery, client satisfaction, and business continuity.

In this management role, you will be responsible for the day-to-day operations of your team(s), providing guidance and mentorship while fostering a collaborative and high-performing work environment.

What you'll be doing

ESSENTIAL DUTIES & RESPONSIBILITIES

• Input duties and responsibilities.

• The most critical / primary duties / most frequently performed should be listed first.

• Please use clear language and avoid using acronyms or terminology unless it has been defined.

• KNOWLEDGE, SKILLS & ABILITIES Lead, mentor, and develop the 24x7x365 Service Desk team, including Service Desk Technicians, IT Data Center Technicians, and Supervisors.

• Foster a positive and collaborative work environment, promoting continuous improvement, knowledge sharing, and teamwork.

• Provide support and technical guidance to 24/7 teams, including developing training plans and materials for the Service Desk Team, and facilitating cross-training.

• Enforce policies, processes, and procedures to ensure timely and accurate support is provided by the Service Desk Team.

• Oversee the performance of the Service Desk team to maintain the highest levels of service delivery, including monitoring and reviewing KPIs and SLAs.

• Oversees and monitors the performance of assigned computing systems through subordinates and ensures systems are managed to client SLA requirements.

• Respond to incidents during and after business hours, ensuring the incident management process is followed, including problem management.

• Collaborate with internal teams to develop, complete, and maintain incident reports.

• Responsible for resource planning and work allocation to meet agreed service levels and identifies opportunities for continuous service improvement.

• Ensures any routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.

• Contribute to or generate management reports and present reports during service review meetings.

• Monitor the Service Desk performance to maintain the highest levels of service delivery.

• Collaborate with other teams and stakeholders to investigate, diagnose, and resolve complex issues.

• Manages client incidents by investigating and providing solutions that help solve client problems as escalated.

• May participate in any technical troubleshooting calls including participation in technical QA review.

• Identify areas for improvement and enforce strategies to enhance operations.

• 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 guarantee service levels and delivery targets.

• Work with the Sr. Manager of Data Center Operations and Finance to develop and track annual budgets.

• Manage budget, staff planning, NPS feedback, and operation efficiency, etc.

• Other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Strong background in I.T. Data Center Infrastructure (Servers, Switches, Cabling).

• Data Center Knowledge of cable plants, racking, power connectors and technologies.

• Ability to be highly confidential.

• Knowledge of the principles of service management as defined in the ITIL framework.

• Working knowledge of enterprise ticketing systems.

• Knowledge of managed services products within the IT field.

• Knowledge