MS Technical Manager
Auckland, New Zealand
2d ago

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Technical Team Manager

Do you want to be the person who exceeds your potential?

If you have a desire to succeed and drive your own career, NTT offers you the opportunity to make that happen.

We believe that when we’re connected, the world becomes a better place. Everything we do today is with the intention of building a better, more sustainable tomorrow.

It’s about connecting both in the technology sense and the people sense. We enable our clients with the right solutions and services so that they too can contribute to a more connected future.

We're positioned to lead the change in the biggest transformation that the IT industry has seen in decades and we need your talent, skill, and ambitious ideas.

You'll be doing great things for our clients and helping them achieve their business ambitions.

We are looking for a Technical Team Manager to join our team in central Auckland to lead and manage a technical team delivering incident resolution, optimisation and project activity.

Working at NTT

This role requires you to :

  • Own delivery excellence and optimization & ensure services are delivered according to our agreements with clients and best practice
  • Drive data driven decision making with metrics, reporting, and visibility. Govern and measure tower services (SLA, CSI, TS realization, roadmap, pipeline, wins, successes, risks, etc)
  • Identify and manage risks to services (raise into risk register and drive mitigation)
  • Own services continuity and / or recovery plans for platforms, people, and (as applicable) clients
  • Be the senior services escalation for major incidents and war rooms for supported services
  • Ensure problem management and root cause analysis is completed for relevant incidents (internal or client led) and actions taken to remediate
  • Implement continuous improvement mindset and execution
  • Identify and deliver improvement programs for tower (financial, client exp, internal, & team)
  • Deliver quarterly key initiatives aligned with company strategy
  • Highlight presales opportunities to the client management team
  • Drive consistent improvement to employee engagement
  • Effective leadership and management of team
  • Ensure workforce planning and prioritization to deliver to commitments
  • Monitor and measure staff performance against job descriptions and KPIs
  • Ensure teams are adequately skilled and certified for current roles and market trends
  • Create, maintain, and develop positive relationships within clients and service vendors for effective operational delivery
  • Approval and tracking of operational team expenses and overtime
  • Track and request training, ensuring cost is forecast
  • Continually pursue cost efficiencies for your team while maintaining client experience
  • Manage remuneration for team understanding current remuneration, market data, allowances, and banding
  • Ensure process and technical documentation is created and maintained, ensuring regular reviews to ensure documents are kept up to date
  • Ensure monthly operational reports are produced showing all statistics relevant to service operations metrics and the level of client service provided, workload, priorities, backlogs, etc.
  • Ensure monthly services reports are produced detailing utilization, growth metrics, risks, and requirements (e.g. related to capacity, availability, support status, warranty info, compliance etc)
  • Report on service improvement ideas (created, queued, and completed)
  • Ensure documentation and testing of Disaster Recovery processes (internal and client led)
  • Create and complete a personal development plan, covering technical and interpersonal development
  • Maintain understanding of technology developments relevant to operational services
  • Maintain awareness of NTT services and capabilities
  • Live the NTT values
  • To be the successful candidate you must have the following experience & skills :

  • 5+ years leading a team of Senior Systems engineers
  • Experience with the technologies used within the windows environment such as AD, DNS, Web, Mail, OS, hardware
  • Understanding of technologies in areas of Storage, Backup and VMWare would be advantageous
  • Excellent written and oral communication skills
  • Ability to inspire and influence other teams without direct management
  • Ability to communicate well directly with customers and third-party support organisations
  • Time Management, planning and organisation skills
  • Results focussed consistently meet or exceed KPI’s and targets
  • Teamwork gets on well with team members, participating, recommending improvement, encouraging inter-team interactions
  • Communication skills ability to convey a message through written and oral communication
  • Customer Experience delivery NTT Branded customer experience. A quality can do attitude that brings solutions and recommendations to the customers
  • Personal development seeks to further interpersonal and or technical development
  • ITIL Foundation Certification would be advantageous
  • You will join a dedicated client support team of 30+. Awesome team, great environment, exciting client.

    The environment is large and complex and you will have the opportunity to work in a wide range of technologies for one of New Zealand's best known companies.

    If you have the right attitude who is passionate about technology and loves working in a large corporate environment please apply with your cover letter and CV.

    What will make you a good fit for the role?

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