Field Tech Manager

We are currently seeking a Field Tech Specialist to join our team in Heredia, Costa Rica.

NTT Data Services is Hiring

**Position's Overview**

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring, the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA, Inc. currently seeks a Field Services Manager to join our team in Heredia.

**Client's business problem to solve?**

Our client is one of Leading Finance in US & LATAM as consulting, NTT are getting into contract with Client to manage End to End Field Support services. NTT require to have a Field Services Manager to cover all business need about all field services support in order to cover with End User support and projects related with this vertical.

**Position's General Duties and Tasks**

**In these roles you will **be responsible for**:

- Monitoring and managing desktop support, and Field Services functions to ensure optimal service
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties with your team, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
**Requirements for this role include**:

- They handle diverse issues and lead projects that contribute to the company's success.
- Leads, implements, and troubleshoots advanced and complex solutions.
- Resolves escalated break/fix trouble-shooting client issues.
- Contributes to the development of common practices.
- Performs troubleshooting for escalated issues, upgrades, and deployments for complex environments.
- Provides guidance to lower-level technical specialist on specific functional tasks
- Undergraduate degree or equivalent combination of education and work experience.
- Possesses advanced verbal and written communication skills.
- Taking accountability for service delivery performance related in the KPIs and SLAs defined in the contract with the customer.
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills / Client Relationship
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skill
**Preferences**:

- English language: Advanced level
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizacional skills
- Readiness to demonstrate a proactive attitude
- Proficiency in leading both physical and virtual teams
- Excellent verbal and written communication skills

Required schedule availability for this position is Monday-Friday (08:00am to 05:00pm CST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend's basis business requirement.

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.**

**Job Segment**:Information Technology, IT Manager, Consulting, Manager, Technical Support, Technology, Management