Team Lead - IT Support Services

Team Lead, Support Services

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 Team Lead, Support Services is an entry level management role responsible for ensuring the delivery of support services to clients.

This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex support services.

The Team Lead, Support Services manages and deploys targeted support services programs to help accelerate sales, client engagement and service delivery and collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

Core Responsibilities
• Hardware Deployment: Install, configure, and decommission servers, storage devices, and network equipment (switches, routers, firewalls).
• Maintenance & Repair: Replace failed hardware components, including motherboards, CPUs, RAM, HDDs/SSDs, and Power Supply Units (PSUs).
• Cabling Infrastructure: Manage copper and fiber optic cabling, including routing, labeling, and testing connectivity
• Incident Management: Respond to automated ticketing systems to resolve hardware alerts within defined Service Level Agreements (SLAs).
• Inventory Management: Track spare parts, manage RMA (Return Merchandise Authorization) processes, and update Asset Management Databases (AMDB).

Required Skills & Qualifications
Technical Skills
• Hardware Knowledge: Understanding of server architecture.
• Networking Basics: Familiarity with the OSI Model, TCP/IP, and basic switch configuration. • Tools: Proficiency with hand tools, server lifts, and diagnostic software.
Physical Requirements
• Ability to lift and move equipment weighing up to 20 kg
• Comfort working in high-noise environments (server aisles) and standing/walking for long shifts.
Key Performance Indicators (KPIs)
• Mean Time to Repair (MTTR): How quickly hardware failures are resolved.
• Ticket Accuracy: Ensuring all tickets are managed and updated accurately • Safety Compliance: Strict adherence to EHS Environment, Health and Safety Protocols

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.
• Relevant certifications such as - HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, MSA Storage; Dell PowerEdge servers, Unity, PowerStore; VMware Certified Associate VCTA-DVC; Dell Information Storage; Associate - DCA-ISM; Veeam Backup and Recovery and or Veritas Netbackup; Azure Fundamentals.

Workplace type:

On-site Working

About 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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Experience Level

Senior Level