Technical Services Manager

Make an impact with NTT DATA
Join 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.

Your day at NTT DATA

The Technical Services Manager is a management role, responsible for driving remote support for a wide variety of service delivery management activities.

This includes first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, and MACD services.

The Technical Services Manager makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner for L1 and L2 activities.  Responsible for proper tracking of all Incidents Tickets, Problem Tickets etc and transparent reporting of applicable KPI’s of the Customers as well as the team performance and efficiency across the internal and external organization.

• Truly lead and grow a team of technical experts and support specialists. Hire, develop and retain top talent. Manage performance in terms of incident number, KPI’s and SLA reporting, set objectives, and coach your technical support team to help them achieve their career goals and transform into new areas.
• Oversee support and managed services to ensure high quality, SLA delivery, and customer satisfaction. Partner with customer technical leads, business owners, executives, and service partners to manage a long-term, close, and supportive cooperation.
• Interact with sales, go-to-market, partners, and customer technical stakeholders to secure skills, analyze risks and make decisions on priorities.
• Manage support services daily engagements including utilization, SLAs, demand, forecasting, and other business metrics.
• Facilitate an environment of inclusion that leverages diverse perspectives and talent.
   

• Experience in building and managing technical support teams focusing Network and IT, including performance metrics, reporting, hiring, developing, setting objectives and shifts planning,
• Excellent business acumen and creative problem-solving skills.
• Solid knowledge of networking and security solutions; familiarity with Juniper, Cisco, Fortinet, PaloAlto products, 
• Proven experience in collaboration with vendors on the delivery of support services, including managing service requirements, incident handling policies, training and certification standards, and participation in audits.
• Familiarity with IT systems maintenance processes and ITIL foundation practices, 
• Strong ability to manage technical support teams across both first- and second-line support levels,
• Excellent communication skills and a strong ability to lead and motivate teams.
• Ability to communicate fluently in Polish and English.

• Understanding of value proposition of cloud computing; experience with AWS and Microsoft Azure will be a plus.
• Experience with CX solutions like Genesys, Cisco Webex CC, Amazon Connect is a plus.
• Certificates of knowledge in project management and team management would be an additional asset.

• Employment contract & hybrid work with flexible working hours,
• Necessary work tools (laptop, iPhone, company car),
• Private medical care with dental/partner/family option,
• Employee Assistance Program (e.g. psychological),
• Cafeteria platform covering sports cards, cinema/theatre tickets,
• Group life insurance,
• Individual training budget,
• Online training platform,
• Employee Retirement Program,
• Shorter Fridays (we work until 2:30 PM),
• Additional (birthday/charity) days off.
   

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT 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.