Want to be a part of our team? Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTTRole: The Director Integrated Operations Center (IOC) position is a senior level role responsible for overall management of the IOC department. The Director IOC reports to the Vice President of Confidential Support and has a varying number of direct reports primarily in the role of IOC Managers. The Director IOC ensures resource delivery and customer satisfaction for his/her support vertical. This role requires significant leadership skills and has high visibility with customers and throughout NTT. Success in the Director IOC position depends on a person's ability to respond quickly, follow through, and to communicate very effectively.
ResponsibilitiesThe primary responsibility of this position is to ensure that all customers in the IOC support vertical are satisfied with services rendered within the context of standard NTT practices and applicable customer agreements.
Effectively manages all IOC managers and other direct reports in a given support vertical.Provides guidance and direction to align IOC management with group objectives.Involved in major interactions with customers, especially those activities related to new business, contracts, and support escalations.Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems and NTT support services.Prepare operational reports and analyses setting forth progress, adverse trends, and appropriate recommendations or conclusions.Ensures that the quality of service provided to customers meets or exceeds expectations set by the immediate Vice President and NTT Executive Team.Assists the Vice President with developing IOC budget.Along with other members of the NTT management team, contributes to positive efforts to acquire and retain high quality personnel.Provides advice and recommendations to the Group Vice President, especially in terms of the effectiveness, efficiency, and quality of IOC services delivery and functions.Contributes to strategic planning efforts around IOC service delivery and overall NTT direction.Liaison with all NTT's division operations and services to keep abreast of policy and procedural changes; develop and review procedures for IOC operating/procedure manuals.Leadership and Team FocusProvides recommendations on changes and design enhancements to improve reliability, security, processes, and performance. Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions. Effectively utilizes each team member to his/her fullest potential; motivates the team to work together in the most efficient manner.
Provides quality customer service above else; ensures an understanding between customer and NTT and helps provide workable solutions. Keeps track of lessons learned and shares those lessons with team members. Mitigates team conflict and communication problems; provides information that ensures integrity.
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