Job Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayxe2x80x99s xe2x80x98iNTTerconnectedxe2x80x99 world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldxe2x80x99s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team? As a Senior Director of Application Support, you will be responsible for overseeing the strategic planning, management, and delivery of application support services within an organization. You will lead a team of application support professionals and collaborate with cross-functional teams to ensure the availability, stability, and performance of critical applications. Your responsibilities may include:

Working at NTT

Key Roles and Responsibilities:

• Leadership and Strategy: Develop and implement the strategic vision and direction for the application support function. Align support services with organizational goals and objectives. Lead and mentor a team of application support managers and professionals.
• Service Delivery Management: Ensure the effective delivery of application support services, including incident management, problem resolution, and service requests. Establish and enforce service level agreements (SLAs) to meet customer expectations. Monitor and report on service performance metrics.
• Resource Management: Allocate and manage resources to ensure appropriate coverage and availability of support services. Monitor workload and capacity to optimize resource utilization. Provide guidance and support to team members, promoting professional growth and development.
• Collaboration and Stakeholder Management: Collaborate with cross-functional teams, including application development, infrastructure, and business stakeholders, to ensure smooth operation and support of applications. Establish strong relationships with key stakeholders and act as a liaison between support teams and other departments.
• Incident and Problem Management: Oversee the incident and problem management process for application support, ensuring timely resolution and minimizing impact on business operations. Facilitate root cause analysis and contribute to the development of preventive measures.
• Change and Release Management: Collaborate with the change management and release management teams to ensure smooth deployment of application changes and releases. Review and approve change requests, assessing potential impact on application support.
• Vendor Management: Manage relationships with third-party vendors and service providers involved in application support. Evaluate vendor performance, negotiate contracts, and ensure compliance with service level agreements.
• Continuous Improvement and Best Practices: Identify opportunities for process improvement and operational efficiency. Implement best practices and industry standards to enhance the quality and effectiveness of application support services. Stay updated with emerging technologies and trends in application support.
• Budget Management: Develop and manage the budget for the application support function. Monitor expenses and ensure cost-effective delivery of support services. Identify and justify investments in tools, technologies, and resources to improve support capabilities.
• Risk and Compliance: Ensure compliance with security, privacy, and regulatory requirements in the context of application support. Identify and mitigate risks related to application availability, performance, and data integrity.

Knowledge, Skills, and Attributes:

• Strong understanding of application support processes, methodologies, and best practices.
• Excellent leadership and people management skills, with a track record of building and developing high-performing teams.
• Experience in managing support for enterprise-level applications, preferably in a complex and dynamic environment.
• Strong collaboration and stakeholder management skills to work effectively with cross-functional teams and senior management.
• In-depth knowledge of incident management, problem management, and change management practices.
• Familiarity with ITIL framework and IT service management principles.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to assess situations, make decisions, and drive problem resolution.
• Experience in managing vendor relationships and contracts.
• Familiarity with budget management and financial acumen.

Academic Qualifications and Certifications:

• Bachelor's or master's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications, such as ITIL Foundation or PMP, are beneficial.

Required Experience:

• Extensive experience in application support, including leadership roles with increasing levels of responsibility.
• 10 + years experience in application support management

What will make you a good fit for the role?

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

Being part of a global pioneer xe2x80x93 where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Being at the forefront of cutting-edge technology xe2x80x93 backed with a 150-year heritage of using technology for good. With 40% of the worldxe2x80x99s internet traffic running on our network and where Emoji were first invented, you can be proud of the groupxe2x80x99s many new xe2x80x98firstsxe2x80x99.

Making a difference xe2x80x93 by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being your best self xe2x80x93 in a progressive xe2x80x98Connected Workingxe2x80x99 environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Having ongoing opportunities to own and develop your career xe2x80x93 with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation