Services Manager Assistance

5 days ago

กรงเทพมหานคร, Thailand NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

**Working at NTT**

The main responsibility of the Services Management role is to oversee and manage the provision of a service to clients ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.

The primary objective of this position is to ensure zero missed service level agreement conditions. Services Management focuses on ensuring the availability of all lines of technical support for incidents through the effective management and leadership of a team of direct reports.

**Key Role and Responsibilities**:

- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
- Take responsibility for ensuring that the software is installed and configured according to client requirements
- Liaise with all stakeholders including client IT environments, vendors, carriers and NTT to expedite diagnosis of errors and problems and to identify a resolution.
- Review all line support calls and identify the root cause of incidents and problems to ensure proactive future management
- Ensure the efficient and comprehensive resolution of incidents and requests
- Report and escalate issues to 3rd party vendors as and when required
- Take full ownership for overseeing and coordinating logged incidents to resolution within the service level conditions
- Provide continuous feedback to clients and affected parties
- Ensure the maintenance of all systems and/or portals as prescribed by NTT procedures.
- Review and analyse incidents with progress and resolution details
- Take responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums
- Ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.
- Identify failures and short-comings in the current processes and escalate with recommendations
- Ensure compliance with all processes and procedures as prescribed by NTT and the client when relevant
- Ensure that direct reports are current with the latest upgrades and/or new releases
- Establish and maintain lines of communication with design engineering and software development on design, reliability and maintenance issues

**Knowledge, Skills and Attributes**:

- Excellent verbal and written communication skills
- Strong interpersonal skills
- Ability to be flexible and work analytically in a problem-solving environment
- Attention to detail
- Strong organizational and multi-tasking skills
- Strong analytical skills and thought processes
- Proficient at troubleshooting and good technical skills
- Knowledge of support desk software
- Ability to work and collaborate with teams from several business areas/functions in facilitating projects
- Ability to work under pressure
- Ability to meet deadlines
- Ability to prioritise workload in a fast-paced environment
- Ability to multitask and work independently
- Ability to utilise key systems and tools related to information technology
- Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills
- Ability to build a cohesive team and to manage people effectively
- Ability to coach and develop the team
- An ability to balance and plan the short-term and long-term actions of the team
- The ability to manage time effectively while setting the tone of the team through modelling and leadership

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in Information Systems, Computer Science, or equivalent experience
- Technical certification at an expert level across at least one major product vendor
- ITIL v3 Intermediate / Expert

**Required Experience**:

- Demonstrated experience in a similar position
- Demonstrated experience leading and managing a team of technical support engineers, technicians and/or specialists
- Relevant project management experience
- Experience overseeing the technical support of company customers by field engineers, technicians, and/or support specialists

**What will make you a

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