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IT Infrastructure Delivery Lead

Company: NTT DATA Services
Location: Fountain Valley
Posted on: April 2, 2021

Job Description:

NTT DATA's Client is currently seeking a Technical Customer Experience Leader tooversee, facilitate, and administer ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements

  • Reprioritize assigned day-to-day IT support requirements based on high impacting issue to meet program and service level agreements.
  • Provides direction to NTTD Teams (Network/Systems, Desktop, Service Desk, Provisioning, Data Center Operations support, etc.).
  • Assess the Technical Capabilities of IT Support Teams and makes pertinent recommendations and improvement opportunities
  • Participates in Daily Hospital Huddles and owns follow-up action items.
  • Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes.
  • Acts as a liaison between Client Department and Hospital Administration, Corporate IS, and NTT DATA Services' Regional Management.
  • Handles escalations from MSDL / CDL and NTTD Team Members.
  • Analyzes moderately complex to complex problems and ensures the implementation of corrective actions.
  • Participate in Project Discussions that intersect multiple IT Service Towers.
  • Provide cross training and knowledge transfer amongst NTTD Team members.
  • Provide site leadership and planning for technical support of Client and hospital-based infrastructure.
    Required Skills
    • 3+ years of experience with introducing /implementing change, have made recommendations of change to Management. "Change Agents"
    • Strong understanding of Customer and/or Service Management
    • Ability to quickly build credibility and trust with Senior Levels
    • People that want to build on this opportunity and grow with the company
    • Specific Hospital experience will turn their heads faster than simply healthcare exp. Hospitals have their own language and that background will put them ahead of the curve.
    • A personality that thrives on implementing change will be a great fit.
    • Role involves a lot of problem solving, very similar to a PM role
    • ITIL Cert is a plus, but not required

Keywords: NTT DATA Services, Fountain Valley , IT Infrastructure Delivery Lead, Other , Fountain Valley, California

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