Field Tech Senior Manager Job at NTT DATA (Taguig City)

Job Responsibility

Supervise and manage a team of IT desktop support associates, smart hands, network & voice resources
Ensure the team provides effective & timely day-to-day IT support, advice, guidance & diagnosis, and timely incident resolution for client
Facilitate the day-to-day management of client incidents and requests & tech room operations ensuring a timely response within the established Service Level Agreement (SLA)
Perform follow up on incidents/requests with client as needed to ensure customer satisfaction
Assist the client portfolio to meet their goals in infra management and uptime
Manage the day-to-day work activities of the team, including rosters, timelines, expected customer experience, billing, prioritizing, and allocating workflow
Provide timely and effective advice, information, and expert technical interpretation on complex IT support matters
Work closely with HRBP to ensure corrective actions are put in place as needed
Place the customer at the center of all decision making
Be the key IT Support point of contact for the client portfolio
Review all feedback channels regularly to gauge customer experience and service quality
Manage complex and competing demands with multiple stakeholders
Evaluate and respond to complex or contentious operational or service delivery issues
Monitor, review, and analyze incident management performance metrics and recurring issues/requests
Proactively make recommendations for prevention and resolution
Manage the consistent use of agreed tools and methods to address and resolve user identified problems
Supervise and provide IT support for a range of devices, hardware, software, network, systems, and other computing related technologies
Troubleshoot and provide fast support via remote desktop connections when needed
Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades, and testing
Ensure antivirus installation, scans and monitoring and other security protocols
Collaborate with colleagues and TechRoom/Smarthands and other departments
Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions
Collaborate with different client departments, Central Operations, and leadership team
Oversee and provide end user specialist research IT infrastructure and interface support
Provide local IT asset management support and administration
Develop, plan, and manage IT Support projects and programs
Coordinate and implement backup and disaster recovery solutions
Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms, and applications
Manage and support the validity of IT reference, knowledgebase, and training materials
Seek opportunities for enhancing the IT Support services
Perform as Departmental Health & Safety Officer, first aid and/or fire warden duties
Rigorous monitoring of daily incoming workload through ServiceNow
Review team members KPI and provide necessary coaching on a weekly/monthly basis
Manage and lead the desktop support team
Ensuring all compliance requirement is done within timelines
Training employees on new programs/processes or applications as needed
Ensuring that all IT equipment is in good working order and that backups are being performed
Evaluating employees’ job performance
Ensuring that security measures are in place
Managing projects that require coordination with other departments
Recommending new technology solutions to improve efficiency
Reviewing and approving purchase orders for computer equipment and software
Ensuring asset inventory is kept up today
Ensuring incidents/tasks are of best quality
Overseeing day-to-day operations of the IT department
Develop and implement policies and procedures
Ensure timely resolution of issues and requests
Responding to client support requests
Contacting clients to find out the nature of the problem
Traveling to the client’s location or connecting via a remote link
Troubleshooting hardware and software issues
Installing and maintaining hardware and computer peripherals
Installing and upgrading operating systems and computer software
Troubleshooting networking and connection issues
Advising on software or hardware upgrades
Providing basic training in computer operation and management
Completing job reports and ordering supplies
Provide network technical support for network related incidents, changes and projects
Troubleshooting of Cisco and wireless technology, network routing and switching
Coordinate with higher, peer and subordinate elements to troubleshoot, modify or establish LAN/Voice/Video services
Implement and maintain networked systems
Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network
Manage, operate, and maintain LAN/Voice/Video services for the Command
Provide and manage a secure, high-performance network
Manage and drive remediation efforts related to information security

Requirements

Strong verbal and written communication skills
Manages escalated client situations with a focus on building positive client relationships
Excellent understanding of internal service processes and able to articulate these to clients
Strong technical and product knowledge

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Field Tech Senior Manager

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