Product Transformation Lead
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.
The Product Transformation Lead is a leadership role, responsible for overseeing and managing the platform support team, thereby ensuring the reliable operation and support of company platform infrastructure.
This role plays a crucial role in leading the team, driving service excellence, and ensuring the timely resolution of platform-related issues whilst fostering a collaborative an innovative team culture focused on operational excellence.
- Provides strong leadership and guidance to a team of platform support professionals, including support engineers and technicians.
- Sets clear performance expectations, conducts regular performance evaluations, and fosters a collaborative and high-performance work culture.
- Accountable for the resolution of platform-related incidents and problems.
- Ensures timely and effective incident response, escalation, and root cause analysis to minimize the impact on business operations..
- Owns and implements preventive measures and drives continuous improvement in incident management processes.
- Provides expert understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue.
- Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
- Mentors less experienced team members in the various technologies.
- Significant expertise in leading and managing a team of platform support engineers.
- Excellent ability to handle client/user escalations ensuring they are timeously and effectively resolved.
- Ability to inspire and motivate a team to achieve high performance.
- Significant technical background and understanding of platform infrastructure, operations, and support processes.
- Significant expertise in managing service delivery and adherence to SLAs.
- Significant problem-solving and decision-making abilities, with a focus on delivering high-quality support services.
- Significant expertise with metrics and reporting, using data to drive continuous improvement.
- Bachelor’s degree or equivalent in Information Technology or Computer Science or related field.
- Relevant ITIL certification.
- Significant demonstrated years of experience providing customer facing technical support.
- Significant demonstrated experience providing web development support is highly desirable.
- Significant demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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.
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