Jobs Kenya

Website: Website hello.global.ntt/

  • Associate Cloud Technical Architect

    Associate Cloud Technical Architect

    Key roles and responsibilities:

    Learns how to select and apply appropriate design standards, methods and tools, consistent with the agreed enterprise and solution architectures.
    Work under close supervision to understand, implement and offer support for less complex or small-scale system solutions.
    Learns how to develop solution architectures in specific business, infrastructure or functional areas.
    Learns how to define and scope requirements and prioritisation activities for small-scale changes.
    Under close supervision will assist with the design of components using appropriate modelling techniques following agreed architectures, design standards, patterns and methodology.
    Ensure technical solutions accomplish the client’s objectives.
    Assists Solutions Architects and learns how to produce a technical specification for the solution’s development and systems integration requirements.
    Learns how to develop the technical design document to match the solution design specifications.

    Knowledge, Skills And Attributes

    Some or basic product knowledge integrated with technology understanding
    Basic understanding and interest in tech products, business and technology positioning
    Good communication skills both verbal and written
    Develops the ability to establish and create client relationships
    Willingness to learn and take on challenges
    Continuously maintain knowledge of trends and development in technology domains
    Basic knowledge of the problem domain that their systems are to provide solutions for

    Academic qualifications and certifications:

    Bachelor’s degree in Engineering, Information Technology, Computer Science or Information Systems
    Relevant vendor and industry certifications, e.g. Cisco, Microsoft, Oracle, AWS
    Software and programming languages, e.g. C++, Java, .NET, NodeJS, Angular

    Experience required:

    Basic work experience as a technician or in an entry level technical role is an advantagse

    Skills Summary

    Business Acumen, Commercial Acumen, Technical Architecture, Technical Architecture Design, Technical Presales, Technology Roadmap, Technology Solutions Development

    Apply via :

    careers.services.global.ntt

  • Senior Associate Bid Specialist

    Senior Associate Bid Specialist

    Working at NTT
    Key Roles and Responsibilities:

    Receives instruction to apply a level of project management principles and expertise to the management of bids including the management of resources, timeframes, risk, quality and governance
    Contributes to the management of all aspects and stages related to bids (particularly proposal documentation), including:

    Initiation and planning – Develops skills to establish clear and effective plans for each bid and execute in accordance with these plans
    Kick-off
    Solution Definition – may contribute to the management bid resources to facilitate the development of appropriate deal strategies, solution and service architectures, commercial models and delivery/service management plans
    Content Development – pre-populate response document with standard corporate content and maintaining and expanding a database of pre-written content to improve proposal quality and proposal / sales team productivity
    Response Consolidation – integrate all content contributions into the master proposal document and consolidate sections and / or documents developed by others team members into the required tender format
    Team Reviews – distribute the response documents for review and integrate feedback into the master document
    Quality Control – copy edit/proof read all content contributions and the proposal response documents as a whole and ensure that each bid is subject to the requisite team and management reviews prior to client submission, complying with NTT’s corporate governance
    Management Review and Authorisation
    Package and Deliver – prepare the response documents for submission to the client
    Post-submission Administration – file / store master copies of the proposal response documents and defining and optimising the database structure and record management system ensuring ease of access and data integrity
    Bid Revisions – provide input into bid process improvements and supports the analysis and deconstructing bid requirements
    Bid Award
    Win/Loss Review
    Ensure that NTT’s risk exposure on all bids is understood, documented, communicated to all stakeholders and appropriately addressed/ mitigated
    Supports the maintenance of an auditable trail of all bid artefacts and records on recognised company systems
    Communicate accurately and timeously with all stakeholders and take responsibility for communication being received from stakeholders
    Assists with the management of performance issues and escalations in the interests of ensuring bid progress and the development of a compelling offer
    Receives instruction to facilitate the sourcing of general bid collateral from authorised owners in the business and assimilate information and rewrite it into a defined style, ensuing that it is clearly articulated and easy to integrate into proposals
    Receives instruction to facilitate the compilation and delivery of all client-facing bid deliverables in accordance with client instructions and requirements as well as NTT standards
    Strategise how to win on every bid proposal
    Contributes to the development of a set of standard templates for less complex bids
    Actively assists with the management bid notification platforms and alerts, ensuring the company never misses and opportunity
    Review all customer requirements to ensure that they are met in the proposal and collaborate with a wide variety of involved parties to include all necessary information within the proposals
    Track tender / RFP process and exact record keeping of strategic dates and information to be provided / presented
    Tailor the tender response document according to the chosen strategy, ensuring key messages are included
    Proactively supports the creation of innovative and striking presentations/materials that will be prominent in a competitive environment, whilst adhering to the NTT’s standards

    Knowledge, Skills and Attributes:

    Developing business and financial acumen
    Understand NTT’s business model and key functions and offerings
    Attention to detail and high quality of work
    Ability to utilise key systems and tools related to bids
    Knowledge of all elements that contribute to bids including geographic scope (number of sites, location of sites), solution scope (number of technologies, lines of business), service scope (number of services, SLAs) and commercial complexity (contractual terms and conditions, pricing models, subcontractors)
    Ability to build and maintain strong working relationships with key stakeholders at all levels of the organisation and across all functions
    Knowledge about the industry including competitors and market trends
    Analytical and research skills
    Verbal and written communication skills
    Negotiation and problem-solving skills
    Ability to be persuasive and apply influencing techniques
    Effective reporting and presentation skills
    High level of drive and ability to work under pressure
    Some understanding of global commerce and business capabilities and policies for global deals
    Ability to build and maintain cross-functional relationships with a variety of stakeholders
    Maintains extensive knowledge of product and service offerings, including new offerings
    Knowledge of project management principles
    Ability to work in an everchanging environment
    Ability to manage concurrent projects and tasks while meeting competing deadlines
    Mastery in Microsoft Word (tables, formatting, fonts, graphics, etc.)
    Advanced in Microsoft PowerPoint (tables, formatting, fonts, graphics, etc.)

    Academic Qualifications and Certifications:

    Bachelor’s degree or equivalent in Business, Commercial, Business Development, Finance or equivalent
    Agile Framework (Scrum), APMP (Association for Proposal Management), Project Management, Administration added advantage.

    Required Experience:

    Moderate level experience managing, coordinating and implementing the bid process successfully
    Moderate level relevant experience in similar role within a related environment
    Moderate level pricing experience as a consultant or practitioner
    Moderate level experience of working in a commercial role involving a significant amount of client interaction
    Moderate level experience researching and collaborating with subject matter experts to write and edit compelling proposals that are customised to the needs of the client
    Moderate level experience writing, editing and consolidating proposal documents

    Skills Summary

    Bidding Process, Bid Management, Data Governance, Developing Proposals, Document Management, Project Management

    Apply via :

    careers.services.global.ntt

  • Partner Dedicated Support Engineer

    Partner Dedicated Support Engineer

    JOB SUMMARY:

    The Dedicated Solutions Support Engineer specializes in advanced troubleshooting, maintenance, as well as proactive & reactive support for Enterprise Clients and acts as an advocate for clients’ needs.
    This role provides a single point of accountability and problem resolution, proactive management and support, and well-coordinated technical recommendations that delivers outcomes that are optimized to clients’ unique needs. It involves monitoring, resolving technical customer inquiries via phone and electronic means, as well as onsite visits. The role requires the engineer to be infinitely client focused and absorbed in applying expertise in a fast-paced heterogeneous operating environment to deliver professional and infrastructure services.
    The role holder is the primary technical point of contact for the assigned clients and provides advice and assistance to the client in relation to Solutions provided.

    Working at NTT
    Requirements
    Customer Satisfaction

    Being proactive in communicating any service-related issues with the partner clients Ensure there is proactive service monitoring of all clients’ services and identify opportunities to upsell and or cross sell to improve client experience Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Internet Solutions services and technology Identify and assess and communicate clients’ needs to enhance satisfaction levels Ensure 95% resolution of all customer issues of all SR’s while acknowledging the same within 15 minutes Ensure 90% of all incidents reported by the customer are resolved within 3 hours and proactively managed.

    Client Experience & Retention

    Provide day to day reports and identify risks for the allocated clients and assist other departments in resolving customer issues to help retain clients Recommend potential services to management by collecting customer information and analyzing customer needs Identify sales opportunities, upsell and cross sell IS products within the existing base by proactive scoping of technical solutions required in order to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company. Work closely with the customer retention teams – Solution Architects, Client Success Managers and Project Managers to enhance client experience across all touch points within the Business Effectively builds and maintains relationships and trust in both new and existing accounts. Should process sound business acumen to complement an advanced industry and technical background to derive the most value.

    Service Improvement

    Prepare, recommend, and implement service improvement initiatives for the clients’ portfolio Enhance Client Retention through Strategic Client Meetings for assigned accounts each quarter. Identifies, evaluates, and recommends options, implementing if required Document minutes of client meetings, plan on resolution and feedback to clients Attendance of all internal partner service review meetings Improvement of client’s solutions, document client setup and quality reporting Organize technical discussion meetings where they share the technology trends and ways of optimizing and improving services.

    Qualifications, Skills And Experience

    Degree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions. Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP Between 3-4 years’ experience in the IT industry focusing specifically on network infrastructure support and maintenance Customer Service skills and training with excellent oral and written communication skills. Excellent organizational skills

    PERSONAL ATTRIBUTES

    Self-driven and result oriented Strong customer support and client relation skills Effective communication skills (verbal and written) Strong focus on building relationships (internal and external) Willingness to learn new things and share them with others Team player Confident and decisive Strong Problem solving/analytical skill.

    Apply via :

    careers.services.global.ntt

  • Onsite Network Security Support Engineer

    Onsite Network Security Support Engineer

    Key Roles and Responsibilities:

    Performs basic problem determination and log the cases with Dimension Data Help Desk as the first point of contact.
    Collects relevant technical information.
    Attempt to resolve network and security related problem by following the guidance provided.
    Filter non-technical problems from technical problems with the help of Dimension Data
    Resolve known problems through product documentation or other local resources.
    Report unknown or technical problems on ticketing system at customer portal
    Resolve network related problems.
    Troubleshooting of reported problems that are within the scope around the Network and Security Infrastructure.
    Resolving configuration problems.
    Resolution of software problems (OEM back-to-back required for escalation)
    Determination of product specification defects
    Generating workarounds for hardware and software bugs where applicable

    Knowledge, Skills and Attributes:

    Strong understanding of Network Security and related Technologies
    Ability to think through problems and visualize solutions.
    Ability to implement, administer, and troubleshoot network infrastructure devices, including Firewalls, Routers and Switches,
    Knowledge of application and network and Security infrastructure protocols
    Ability to create accurate network diagrams and documentation for design and planning network communication systems.
    Good analytical and problem-solving and Communication skills

    Academic Qualifications and Certifications:

    Bachelor’s degree in information technology or related field of study
    Professional Certification i.e., Checkpoint and Cisco (CCSE, CCNP)

    Required Experience:

    Demonstrated experience working in a networking environment.
    Experience in supporting critical network and security infrastructure which includes, Checkpoint and Cisco Firewall Routers and Switches.
    Experience in configuration and troubleshooting routing protocols such as OSPF, BGP, Eigrp and IS-IS

    NOTE: This is a Fixed Term Contract for a period of 12 months

    Apply via :

    careers.services.global.ntt

  • Practice Lead – Cyber Security

    Practice Lead – Cyber Security

    Working at NTT
    Key Roles and Responsibilities:
    Strategic Alignment

    The Practice Manager will work closely with the top Executive and a variety of internal stakeholders to develop, enable, and ensure the execution of the Cyber Security and related practice strategy. They will align Security business unit specific KPI metrics and reporting across all countries or regions and group project management bodies. They will provide thought leadership and continuously research and ensure the implementation of the latest, best practice methods and tools that will align to the achievement of the group strategy. This employee will be directly involved in solution development and go-to-market activities and build a strategy that is consulting and client-led.
    The Practice manager will be responsible for the strategic management of vendor alliances and relationships relevant to their domain. He/she will ensure compliance with and alignment with the requirements for maintaining the relevant vendor certifications and will drive execution of vendor alliances within the TS Business.

    Operations And Efficiency Management

    The Practice Manager will manage business operations to ensure the achievement of business goals. They will contribute to the development of policies and procedures and operating plans that will enable the achievement of the overall business unit strategy. This employee will be responsible for the budget for the business unit as aligned to their geographic span and ensure that profitability and financial performance, including the management of partner rebates.
    This individual will take corrective action to ensure efficient operations consistent with strategic objectives, operational plans and goals, and profit and loss. He/she will provide the necessary oversight to ensure that the business unit is achieving client and financial goals by providing regular reviews and reporting on progress against strategic programs and projects related to the business unit. The Practice Manager will drive execution to ensure the achievement of business unit goals within their territory.

    Practice Development

    The Practice Manager Cyber Security will be responsible for the establishment and confirmation of practice management leadership capabilities. They will work with the regions and countries to establish and manage the most appropriate practice management team and structure to align to internal business units and market requirements. They provide the necessary governance and oversight to ensure that NTT Data is achieving client and financial project management goals by providing regular reviews and reporting on progress against strategic programmes and projects. This individual will lead and facilitate regular regional or global practitioner or delivery training activities on relevant topics and subject matter and will build and maintain a regional community of practice where information and best practices can be shared. This employee will advise leadership on the principles and values of the practice, IT automation and continuous delivery.
    The Practice Manage Cyber Security will also create standards and tools for new solution architecture and delivery continuous delivery frameworks that will promote and establish a reliable practice within NTT Data and a contender in the market. They will define the approach to lifecycle management for the assets created and build a skills pool to roll out to clients within the regions. This employee will create continuous integration for tooling to support regions with automated build, test and deployment with a focus on continuous improvement in quality delivery.

    Business Development

    The Practice Manager Cyber Security will assume the role of “go-to-market” lead for the practice and align sales with key opportunities. He/she will work closely with Marketing and Sales to support regional sales by providing training sessions to sales employees and assisting with the determination of pipeline necessary to achieve regional targets, including the development of short-term incentive programs. This employee will drive the regional implementation of deployment pipelines to achieve key strategic business outcomes. They will directly support strategic deals and client engagement practices and mentor local and regional teams, accordingly, providing subject matter expertise on RFPs/RFIs.
    This employee will measure Practice success and promote thought leadership by developing white papers and capturing and disseminating cases studies with region as well as speaking at events. They will support the regional marketing and demand generation activities through the provision of advice to the regional teams. They will drive the region and countries to ensure that they are equipped with the appropriate skills and ability to sell operational expense services.

    Go-To-Market Initiatives

    The Practice Manager will manage the execution of the go-to-market strategies and tactical plans for the business unit. The individual will determine the go-to-market program goals and benchmarks, ensuring that these are tracked and monitored. He/she will develop the go-to-market scorecard and/or dashboard and associated metrics and develop and manage the go-to-market budget for the business unit. The Practice Manager will need to mobilise specialised sales for the business unit with the ability to overlay sales teams in the relevant account teams.

    Product Management

    The Practice Manager will oversee the business unit’s product/portfolio lifecycle and in so doing take responsibility for the strategic planning and tactical activities required for product growth and management. This individual works closely with a variety of organisations to ensure that the business growth opportunities are realised and defines and agrees product/product portfolio strategies. He/she will specify market requirements for current and future products by conduction market research supported by client engagement sessions.
    The Practice Manager will drive new offers, enhancements and upgrades of the relevant product or product portfolio through the Global Service Introduction Process. This individual will develop and implement group go-to-market plans, working with all departments to ensure execution thereof. He/she will manage the partnership and Vendor alliance strategy for the relevant product or product portfolio, analysing requirements for the particular product or product portfolio.

    Stakeholder Management

    The Practice Manager will work with the region to establish and manage the most appropriate structure to align to the business units and manage requirements. The individual will provide the necessary governance and oversight to ensure that NTT Data is achieving client and financial management goals by providing regular reviews and reporting on progress against strategic programs and projects. He/she will engage with key clients to understand their business and provide innovative solutions to address client pain points through the service we provide.

    Financial Management

    The Practice Manager will take responsibility for implementing and managing the business unit’s annual budget for their geographical span. The individual will manage profit and loss of the business unit and ensure that the required funding to support strategic transformational projects has been considered. He/she makes decisions that could impact the business unit and organisation’s profitability.

    People Management

    The Practice Manager acts as a people manager within the unit. The individual will ensure the full utilisation of resources and provides leadership and motivates employees towards the fulfilment of the business unit and organisation’s mission. He/she will contribute to the development and management processes that enable the management function as a team. The individual will develop and maintain a viable succession plan that covers all critical management positions with in the business unit.

    Behavioural Skills

    The Practice Manager is a thought leader in the industry and is recognised by industry peers for out of the box thinking, knowledge and creativity. He/she demonstrates good knowledge of the industry, market trends, the competitive landscape and development in the technology industry. The individual is an exceptional leader and demonstrates influencing skills with the ability to add value quickly. He/she presents as purposeful, articulate and very confident with a strong understanding of international/multi-national challenges. He/she displays maturity in the work environment and is energetic and visibly passionate. He/she is a resilient self-starter, not afraid of creating internal controversy through alternative thinking and execution. The Practice manager is an inspiring leader of people and natural mentor and coach to more junior employee.
    He/she should possess excellent communication skills (both verbally and written) and employ these skills to interact with a variety of stakeholders at a senior level. He/she maintains integrity, demonstrate reliability, and recognise their direct reports, whilst building a cohesive team. This individual is a charismatic leader that inspires the solutions leadership organisation to achieve the set performance targets.

    Requirements: Education, Training and Experience

    Bachelor’s (graduate) degree in business, Engineering, or technology fields
    Relevant Certifications such CCIE, CISSP, CISM, CCNP Security, ITIL Certifications, F5, Fortinet, Checkpoint, Palo Alto, or any other related Certifications.
    At least 6 years’ experience working in a busy Cyber Security environment.
    Experience in leading and managing large IT projects and rolling out IT infrastructures across various technologies.
    Strong leadership and conflict management skills
    Must have analytical skills enabling quick and meaningful understanding of customer needs and goals.
    Good communications and presentation skills, with the ability to operate comfortably at and beyond client senior executive levels.
    Strong negotiating skills and ability to persuade and maintain multilevel relationships within prospects and clients.
    Good documentation skills – ability to write formal proposals which may include a demonstrable understanding of the business and an ability to articulate the ROI.
    Commitment to the concepts of technology enabled, value-added selling.
    Must be able to demonstrate business awareness.
    Proven success prospecting, building a pipeline, moving opportunities through the sales cycle; proposing, presenting, and discussing solutions Technology Leads and other decision-makers.
    Great project management skills, including organization, planning, time management and prioritizatio

    Skills Summary
    Managing Sales Teams, Planning Operations, Pricing Strategies, Revenue Models, Value Propositions

    Apply via :

    careers.services.global.ntt

  • Service Delivery Manager

    Service Delivery Manager

    Key Roles and Responsibilities:
    Stakeholder engagement

    Internal: Client Success, Support Services Function, GDC Service Operations, Client Managers, Project Management, Service Operations Manager, Technical Services Business Units Managers, Finance and GBS Function.
     External: Clients, suppliers and/ or vendors.

    Relationship Management

    Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels, ensuring that organizational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

    Contract Management

    Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/ projects. Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.

    Service Delivery Management

    Ensures that service delivery meets agreed service levels. Contribute to services catalog. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

    Financial Management

    Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component, and process failures. Contributes to financial planning and budgeting. Collates required financial data and reports for analysis and to facilitate decision making.

    Business Risk Management

    Investigates and reports on hazards and potential risk events within a specific function or business area.

    Assigned Service Delivery Manager

    The Service Delivery Manager ensures overall relationship governance structure is in place and creates this governance alignment between the client and Dimension Data. They act as an ambassador of Dimension Data and representative of client’s organization, communicate the client’s needs back to Dimension Data, and manage the services relationship across multiple service delivery teams. They preserve and maintain the quality, integrity, and availability of the services, and are responsible for the execution phase of the services contracts. They work respectively with internal service delivery teams to evaluate/ qualify change orders and contract management team to ensure change orders are managed and billed accordingly. They maintain overall contractual governance to ensure compliance, and drive consistency of services.

    Responsible for service activation

    The Service Delivery Manager is responsible to ensure successful service activation of SDIS Support Services. They perform client facing related activities during service activation, work closely with GDC in resolving service activation issues and ensuring all necessary information is obtained, and support GDC in activating the service successfully. GDC will practice a 3-strike rule where if information remains pending from client after 3 chased attempts, the service activation order will be cancelled.

    Capture and manage minutes, agenda items, actions, and decisions.

    The Service Delivery Manager ensures that all meeting-related tasks are actioned, including scheduling of meetings, management of attendees, capturing of inputs / outputs, and management of minutes, agendas, actions, and decisions taken from meetings. This is to provide a traceable history of meetings and their outcomes and to enable improved governance.

    Single point of reporting access

     The Service Delivery Manager ensures that all reporting and additional service collateral is maintained and delivered to clients within the stipulated time including all reports for service availability, performance and capacity management, service level management etc.

    Establish, monitor, and report using a balance score card.

    The Service Delivery Manager creates and publishes a balanced scorecard that will provide an ‘as is’ view of client satisfaction levels within the Services.

    Knowledge, Skills and Attributes:

    Ability to establish strong relationships with internal stakeholders and external clients
    Excellent relationship building skills
    Strong ability in managing coordinated delivery of service
    Excellent written and verbal communication skills
    Highly analytical with good problem solving skills and can use initiative to drive innovation
    Ability to work well in a pressurised environment
    Excellent client service orientation
    Displays excellent persuasion and influence abilities
    Passionate, strong initiative, self-driven with commitment to succeed
    Ability to manage budgets, resources, and timelines for service delivery projects
    Proficient in project management, including planning, execution, monitoring, and project delivery
    Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
    Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
    Ability to use evaluation, judgement, and interpretation to select right course of action

    Academic Qualifications and Certifications:

    Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
    ITIL Certification, such as ITIL Foundation or higher-level certifications
    Project Management Professional (PMP) certification desirable
    Client Relationship Management certification desirable

    Required Experience:

    Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
    Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
    Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

    Skills Summary

    Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

    Apply via :

    careers.services.global.ntt

  • Partner Dedicated Support Engineer

    Partner Dedicated Support Engineer

    JOB SUMMARY:

    The Dedicated Solutions Support Engineer specializes in advanced troubleshooting, maintenance, as well as proactive & reactive support for Enterprise Clients and acts as an advocate for clients’ needs.
    This role provides a single point of accountability and problem resolution, proactive management and support, and well-coordinated technical recommendations that delivers outcomes that are optimized to clients’ unique needs. It involves monitoring, resolving technical customer inquiries via phone and electronic means, as well as onsite visits. The role requires the engineer to be infinitely client focused and absorbed in applying expertise in a fast-paced heterogeneous operating environment to deliver professional and infrastructure services.
    The role holder is the primary technical point of contact for the assigned clients and provides advice and assistance to the client in relation to Solutions provided.

    Working at NTT
    Requirements
    Customer Satisfaction

    Being proactive in communicating any service-related issues with the partner clients Ensure there is proactive service monitoring of all clients’ services and identify opportunities to upsell and or cross sell to improve client experience Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Internet Solutions services and technology Identify and assess and communicate clients’ needs to enhance satisfaction levels Ensure 95% resolution of all customer issues of all SR’s while acknowledging the same within 15 minutes Ensure 90% of all incidents reported by the customer are resolved within 3 hours and proactively managed.

    Client Experience & Retention

    Provide day to day reports and identify risks for the allocated clients and assist other departments in resolving customer issues to help retain clients Recommend potential services to management by collecting customer information and analyzing customer needs Identify sales opportunities, upsell and cross sell IS products within the existing base by proactive scoping of technical solutions required in order to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company. Work closely with the customer retention teams – Solution Architects, Client Success Managers and Project Managers to enhance client experience across all touch points within the Business Effectively builds and maintains relationships and trust in both new and existing accounts. Should process sound business acumen to complement an advanced industry and technical background to derive the most value.

    Service Improvement

    Prepare, recommend, and implement service improvement initiatives for the clients’ portfolio Enhance Client Retention through Strategic Client Meetings for assigned accounts each quarter. Identifies, evaluates, and recommends options, implementing if required Document minutes of client meetings, plan on resolution and feedback to clients Attendance of all internal partner service review meetings Improvement of client’s solutions, document client setup and quality reporting Organize technical discussion meetings where they share the technology trends and ways of optimizing and improving services.

    Qualifications, Skills And Experience

    Degree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions. Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP Between 3-4 years’ experience in the IT industry focusing specifically on network infrastructure support and maintenance Customer Service skills and training with excellent oral and written communication skills. Excellent organizational skills

    PERSONAL ATTRIBUTES

    Self-driven and result oriented Strong customer support and client relation skills Effective communication skills (verbal and written) Strong focus on building relationships (internal and external) Willingness to learn new things and share them with others Team player Confident and decisive Strong Problem solving/analytical skill.

    Apply via :

    careers.services.global.ntt

  • Practice Lead – Cyber Security

    Practice Lead – Cyber Security

    Working at NTT

    Key Roles and Responsibilities:

    Strategic Alignment

    The Practice Manager will work closely with the top Executive and a variety of internal stakeholders to develop, enable, and ensure the execution of the Cyber Security and related practice strategy. They will align Security business unit specific KPI metrics and reporting across all countries or regions and group project management bodies. They will provide thought leadership and continuously research and ensure the implementation of the latest, best practice methods and tools that will align to the achievement of the group strategy. This employee will be directly involved in solution development and go-to-market activities and build a strategy that is consulting and client-led.
    The Practice manager will be responsible for the strategic management of vendor alliances and relationships relevant to their domain. He/she will ensure compliance with and alignment with the requirements for maintaining the relevant vendor certifications and will drive execution of vendor alliances within the TS Business.

    Operations And Efficiency Management

    The Practice Manager will manage business operations to ensure the achievement of business goals. They will contribute to the development of policies and procedures and operating plans that will enable the achievement of the overall business unit strategy. This employee will be responsible for the budget for the business unit as aligned to their geographic span and ensure that profitability and financial performance, including the management of partner rebates.
    This individual will take corrective action to ensure efficient operations consistent with strategic objectives, operational plans and goals, and profit and loss. He/she will provide the necessary oversight to ensure that the business unit is achieving client and financial goals by providing regular reviews and reporting on progress against strategic programs and projects related to the business unit. The Practice Manager will drive execution to ensure the achievement of business unit goals within their territory.

    Practice Development

    The Practice Manager Cyber Security will be responsible for the establishment and confirmation of practice management leadership capabilities. They will work with the regions and countries to establish and manage the most appropriate practice management team and structure to align to internal business units and market requirements. They provide the necessary governance and oversight to ensure that NTT Data is achieving client and financial project management goals by providing regular reviews and reporting on progress against strategic programmes and projects. This individual will lead and facilitate regular regional or global practitioner or delivery training activities on relevant topics and subject matter and will build and maintain a regional community of practice where information and best practices can be shared. This employee will advise leadership on the principles and values of the practice, IT automation and continuous delivery.
    The Practice Manage Cyber Security will also create standards and tools for new solution architecture and delivery continuous delivery frameworks that will promote and establish a reliable practice within NTT Data and a contender in the market. They will define the approach to lifecycle management for the assets created and build a skills pool to roll out to clients within the regions. This employee will create continuous integration for tooling to support regions with automated build, test and deployment with a focus on continuous improvement in quality delivery.

    Business Development

    The Practice Manager Cyber Security will assume the role of “go-to-market” lead for the practice and align sales with key opportunities. He/she will work closely with Marketing and Sales to support regional sales by providing training sessions to sales employees and assisting with the determination of pipeline necessary to achieve regional targets, including the development of short-term incentive programs. This employee will drive the regional implementation of deployment pipelines to achieve key strategic business outcomes. They will directly support strategic deals and client engagement practices and mentor local and regional teams, accordingly, providing subject matter expertise on RFPs/RFIs.
    This employee will measure Practice success and promote thought leadership by developing white papers and capturing and disseminating cases studies with region as well as speaking at events. They will support the regional marketing and demand generation activities through the provision of advice to the regional teams. They will drive the region and countries to ensure that they are equipped with the appropriate skills and ability to sell operational expense services.

    Go-To-Market Initiatives

    The Practice Manager will manage the execution of the go-to-market strategies and tactical plans for the business unit. The individual will determine the go-to-market program goals and benchmarks, ensuring that these are tracked and monitored. He/she will develop the go-to-market scorecard and/or dashboard and associated metrics and develop and manage the go-to-market budget for the business unit. The Practice Manager will need to mobilise specialised sales for the business unit with the ability to overlay sales teams in the relevant account teams.

    Product Management

    The Practice Manager will oversee the business unit’s product/portfolio lifecycle and in so doing take responsibility for the strategic planning and tactical activities required for product growth and management. This individual works closely with a variety of organisations to ensure that the business growth opportunities are realised and defines and agrees product/product portfolio strategies. He/she will specify market requirements for current and future products by conduction market research supported by client engagement sessions.
    The Practice Manager will drive new offers, enhancements and upgrades of the relevant product or product portfolio through the Global Service Introduction Process. This individual will develop and implement group go-to-market plans, working with all departments to ensure execution thereof. He/she will manage the partnership and Vendor alliance strategy for the relevant product or product portfolio, analysing requirements for the particular product or product portfolio.

    Stakeholder Management

    The Practice Manager will work with the region to establish and manage the most appropriate structure to align to the business units and manage requirements. The individual will provide the necessary governance and oversight to ensure that NTT Data is achieving client and financial management goals by providing regular reviews and reporting on progress against strategic programs and projects. He/she will engage with key clients to understand their business and provide innovative solutions to address client pain points through the service we provide.

    Financial Management

    The Practice Manager will take responsibility for implementing and managing the business unit’s annual budget for their geographical span. The individual will manage profit and loss of the business unit and ensure that the required funding to support strategic transformational projects has been considered. He/she makes decisions that could impact the business unit and organisation’s profitability.

    People Management

    The Practice Manager acts as a people manager within the unit. The individual will ensure the full utilisation of resources and provides leadership and motivates employees towards the fulfilment of the business unit and organisation’s mission. He/she will contribute to the development and management processes that enable the management function as a team. The individual will develop and maintain a viable succession plan that covers all critical management positions with in the business unit.

    Behavioural Skills

    The Practice Manager is a thought leader in the industry and is recognised by industry peers for out of the box thinking, knowledge and creativity. He/she demonstrates good knowledge of the industry, market trends, the competitive landscape and development in the technology industry. The individual is an exceptional leader and demonstrates influencing skills with the ability to add value quickly. He/she presents as purposeful, articulate and very confident with a strong understanding of international/multi-national challenges. He/she displays maturity in the work environment and is energetic and visibly passionate. He/she is a resilient self-starter, not afraid of creating internal controversy through alternative thinking and execution. The Practice manager is an inspiring leader of people and natural mentor and coach to more junior employee.
    He/she should possess excellent communication skills (both verbally and written) and employ these skills to interact with a variety of stakeholders at a senior level. He/she maintains integrity, demonstrate reliability, and recognise their direct reports, whilst building a cohesive team. This individual is a charismatic leader that inspires the solutions leadership organisation to achieve the set performance targets.

    Requirements: Education, Training and Experience

    Bachelor’s (graduate) degree in business, Engineering, or technology fields
    Relevant Certifications such CCIE, CISSP, CISM, CCNP Security, ITIL Certifications, F5, Fortinet, Checkpoint, Palo Alto, or any other related Certifications.
    At least 6 years’ experience working in a busy Cyber Security environment.
    Experience in leading and managing large IT projects and rolling out IT infrastructures across various technologies.
    Strong leadership and conflict management skills
    Must have analytical skills enabling quick and meaningful understanding of customer needs and goals.
    Good communications and presentation skills, with the ability to operate comfortably at and beyond client senior executive levels.
    Strong negotiating skills and ability to persuade and maintain multilevel relationships within prospects and clients.
    Good documentation skills – ability to write formal proposals which may include a demonstrable understanding of the business and an ability to articulate the ROI.
    Commitment to the concepts of technology enabled, value-added selling.
    Must be able to demonstrate business awareness.
    Proven success prospecting, building a pipeline, moving opportunities through the sales cycle; proposing, presenting, and discussing solutions Technology Leads and other decision-makers.
    Great project management skills, including organization, planning, time management and prioritizatio

    Skills Summary

    Managing Sales Teams, Planning Operations, Pricing Strategies, Revenue Models, Value Propositions

    Apply via :

    careers.services.global.ntt

  • Service Delivery Manager

    Service Delivery Manager

    Key Roles and Responsibilities:

    Stakeholder engagement

    Internal: Client Success, Support Services Function, GDC Service Operations, Client Managers, Project Management, Service Operations Manager, Technical Services Business Units Managers, Finance and GBS Function.
     External: Clients, suppliers and/ or vendors.

    Relationship Management

    Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels, ensuring that organizational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

    Contract Management

    Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/ projects. Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.

    Service Delivery Management

    Ensures that service delivery meets agreed service levels. Contribute to services catalog. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

    Financial Management

    Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component, and process failures. Contributes to financial planning and budgeting. Collates required financial data and reports for analysis and to facilitate decision making.

    Business Risk Management

    Investigates and reports on hazards and potential risk events within a specific function or business area.

    Assigned Service Delivery Manager

    The Service Delivery Manager ensures overall relationship governance structure is in place and creates this governance alignment between the client and Dimension Data. They act as an ambassador of Dimension Data and representative of client’s organization, communicate the client’s needs back to Dimension Data, and manage the services relationship across multiple service delivery teams. They preserve and maintain the quality, integrity, and availability of the services, and are responsible for the execution phase of the services contracts. They work respectively with internal service delivery teams to evaluate/ qualify change orders and contract management team to ensure change orders are managed and billed accordingly. They maintain overall contractual governance to ensure compliance, and drive consistency of services.

    Responsible for service activation

    The Service Delivery Manager is responsible to ensure successful service activation of SDIS Support Services. They perform client facing related activities during service activation, work closely with GDC in resolving service activation issues and ensuring all necessary information is obtained, and support GDC in activating the service successfully. GDC will practice a 3-strike rule where if information remains pending from client after 3 chased attempts, the service activation order will be cancelled.

    Capture and manage minutes, agenda items, actions, and decisions.

    The Service Delivery Manager ensures that all meeting-related tasks are actioned, including scheduling of meetings, management of attendees, capturing of inputs / outputs, and management of minutes, agendas, actions, and decisions taken from meetings. This is to provide a traceable history of meetings and their outcomes and to enable improved governance.

    Single point of reporting access

     The Service Delivery Manager ensures that all reporting and additional service collateral is maintained and delivered to clients within the stipulated time including all reports for service availability, performance and capacity management, service level management etc.

    Establish, monitor, and report using a balance score card.

    The Service Delivery Manager creates and publishes a balanced scorecard that will provide an ‘as is’ view of client satisfaction levels within the Services.

    Knowledge, Skills and Attributes:

    Ability to establish strong relationships with internal stakeholders and external clients
    Excellent relationship building skills
    Strong ability in managing coordinated delivery of service
    Excellent written and verbal communication skills
    Highly analytical with good problem solving skills and can use initiative to drive innovation
    Ability to work well in a pressurised environment
    Excellent client service orientation
    Displays excellent persuasion and influence abilities
    Passionate, strong initiative, self-driven with commitment to succeed
    Ability to manage budgets, resources, and timelines for service delivery projects
    Proficient in project management, including planning, execution, monitoring, and project delivery
    Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
    Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
    Ability to use evaluation, judgement, and interpretation to select right course of action

    Academic Qualifications and Certifications:

    Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
    ITIL Certification, such as ITIL Foundation or higher-level certifications
    Project Management Professional (PMP) certification desirable
    Client Relationship Management certification desirable

    Required Experience:

    Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
    Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
    Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

    Skills Summary

    Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

    Apply via :

    careers.services.global.ntt

  • Associate Cloud Technical Architect

    Associate Cloud Technical Architect

    Working at NTT

    Key roles and responsibilities:

     Learns how to select and apply appropriate design standards, methods and tools, consistent with the agreed enterprise and solution architectures.
     Work under close supervision to understand, implement and offer support for less complex or small-scale system solutions.
     Learns how to develop solution architectures in specific business, infrastructure or functional areas.
     Learns how to define and scope requirements and prioritisation activities for small-scale changes.
     Under close supervision will assist with the design of components using appropriate modelling techniques following agreed architectures, design standards, patterns and methodology.
     Ensure technical solutions accomplish the client’s objectives.
     Assists Solutions Architects and learns how to produce a technical specification for the solution’s development and systems integration requirements.
     Learns how to develop the technical design document to match the solution design specifications.

    Knowledge, skills and attributes

     Some or basic product knowledge integrated with technology understanding
     Basic understanding and interest in tech products, business and technology positioning
     Good communication skills both verbal and written
     Develops the ability to establish and create client relationships
     Willingness to learn and take on challenges
     Continuously maintain knowledge of trends and development in technology domains
     Basic knowledge of the problem domain that their systems are to provide solutions for

    Academic qualifications and certifications:

     Bachelor’s degree in Engineering, Information Technology, Computer Science or Information Systems
     Relevant vendor and industry certifications, e.g. Cisco, Microsoft, Oracle, AWS
     Software and programming languages, e.g. C++, Java, .NET, NodeJS, Angular

    Experience required:

     Basic work experience as a technician or in an entry level technical role is an advantage.

    Apply via :

    careers.services.global.ntt