About this role
Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT DATAJob Profile SummaryThe Technical Operations Manager will be responsible for the operational leadership, service delivery, governance, and continual improvement of enterprise networking and observability services. The role manages a team of network, wireless, SD-WAN, and observability engineers responsible for the support, maintenance, monitoring, and optimization of client managed services infrastructure.The Technical Operations Manager ensures the availability, performance, security, and service quality of Cisco SD-WAN, Cisco Wireless, NETSCOUT, and observability platform stack. The role provides leadership across operational support functions, incident management, customer engagement, service assurance, automation initiatives, and technical governance while ensuring compliance with service levels and contractual obligations.The incumbent will work closely with clients, architects, engineering teams, vendors, and business stakeholders to ensure operational excellence and drive continuous service improvement.Job DescriptionOperational LeadershipLead and manage network operations responsible for Cisco SD-WAN, Cisco Wireless, Observability, and Network Performance Monitoring services.Ensure the successful delivery and operational support of managed services in accordance with contractual SLAs and OLAs.Oversee the 24x7 monitoring, management, and support of customer environments.Provide technical and operational leadership during major incidents and service outages.Ensure all operational processes are aligned to ITIL best practices.Drive operational excellence through process standardization, automation, and continual improvement initiatives.Maintain responsibility for overall service performance, customer satisfaction, and operational stability.Service Delivery ManagementEnsure effective delivery of managed network and observability services across all supported customer environments.Monitor service performance against agreed service levels and contractual commitments.Review service metrics, trends, and operational reports to identify areas for improvement.Coordinate service transition activities for new customers, technologies, and projects entering operational support.Manage service risks, escalations, changes and mitigation plans.Participate in customer governance meetings, service reviews, and operational steering committees.Develop and maintain data driven service improvement plans.Technical Governance and OversightProvide operational oversight for:Cisco SD-WAN environmentsCisco Catalyst and enterprise networking infrastructureCisco Wireless LAN environmentsNETSCOUT nGeniusONE solutionsObservability stack environmentsDashboards and observability platformsNetwork telemetry and analytics platformsIPSEC VPN servicesRouting and switching environmentsNetwork automation platformsValidate operational readiness for new technologies and solutions.Ensure platform standards, monitoring standards, and operational procedures are maintained and reviewed regularly.Ensure compliance with information security, governance, and risk management requirements.Observability and Monitoring LeadershipOwn the operational strategy for enterprise observability services.Drive enhancements to monitoring coverage, alerting effectiveness, and event correlation capabilities.Ensure monitoring systems provide proactive visibility into service health and customer experience.Oversee the development of dashboards, analytics, and reporting capabilities using the observability data stack.Lead initiatives focused on reducing incident volumes through predictive monitoring and automation.Ensure monitoring platforms remain secure, resilient, scalable, and aligned to customer requirements.Incident, Problem and Change ManagementAct as the escalation point for Priority 1 and Priority 2 incidents.Lead major incident management activities and post-incident reviews.Oversee root cause analysis investigations and ensure corrective actions are implemented.Ensure change management processes are followed and operational risks are effectively managed.Review recurring incidents and implement long-term remediation strategies.Drive continuous reduction in service-impacting incidents.Customer EngagementEstablish and maintain trusted relationships with customer stakeholders.Present operational performance, service reviews, and improvement plans to customers.Manage customer escalations and ensure timely resolution.Work collaboratively with client stake holders to align operational services with business objectives.Act as an operational advisor for network and observability services.Reporting and GovernancePrepare and present:Monthly Service ReportsSLA Achievement ReportsIncident Trend AnalysisProblem Management ReportsCapacity and Availability ReportsRisk RegistersLifecycle, Patch, SLA Cert management reportingAccess managementService Improvement PlansPCI audit participation and managementWeekly operations meetingsEnsure the accuracy and integrity of operational reporting data.Measure the service performance against established KPIs and service objectives agreed with the client.Key Performance Indicators (KPIs)The Technical Operations Manager will be measured against:SLA Compliance AchievementService Availability TargetsArchitecture accuracyMean Time to Restore Service (MTTR)Monitoring accuracyCustomer Satisfaction Scores (CSAT)Major Incident ReductionChange Success RateService Improvement DeliveryAutomation and Operational Efficiency GainsAudit and Compliance OutcomesRequired QualificationsEducationBachelor's Degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent experience.ITIL v4 Foundation (Minimum)ITIL Managing Professional (Advantageous)Professional CertificationsEssentialCisco CCNA EnterpriseCisco DevNet AssociateITIL v4 FoundationAdvantageousCisco CCNP EnterpriseCisco SD-WAN (ENSDWI)Cisco Wireless CertificationsNETSCOUT nGeniusONE CertificationsFortinet NSE4 or higherPMP or Prince2Certified Scrum MasterCloud Platform Certifications (Azure or AWS)ExperienceMinimum 8-10 years experience in enterprise network operations.Minimum 5 years experience managing technical operations teams.Experience managing large-scale Cisco networking environments.Experience supporting enterprise SD-WAN environments.Experience managing Cisco Wireless deployments.Experience operating enterprise monitoring and observability platforms.Experience within a Managed Services Provider (MSP) or Managed Network Services environment.Experience with service delivery governance and customer-facing operations.Experience leading major incident and problem management processes.Experience managing and collaborating with external vendorsTechnical CompetenciesNetworkingCisco SD-WANBGPOSPFMPLSDIAVPN TechnologiesIPSECNetwork SecurityEnterprise Routing and SwitchingWirelessCisco Wireless LAN ControllersCisco Access PointsWireless Design PrinciplesRF FundamentalsObservability & MonitoringPrometheusGrafanaNETSCOUT nGeniusONESNMPTelemetryNetwork AnalyticsPerformance MonitoringCapacity ManagementAutomationPythonAnsibleNetwork Automation FrameworksAPI IntegrationsInfrastructure as Code ConceptsOperationsITIL Service ManagementMajor Incident ManagementProblem ManagementChange ManagementCapacity ManagementAvailability ManagementService ReportingCore CompetenciesStrategic LeadershipCustomer Relationship ManagementTechnical Decision MakingTeam Development and CoachingService Delivery ExcellenceBusiness AcumenRisk ManagementStakeholder EngagementFinancial AwarenessCommunication and Presentation SkillsNegotiation and Conflict ResolutionContinual Service ImprovementWorkplace type: On-site WorkingAbout NTT DATANTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.Equal Opportunity EmployerNTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
- LOCATION
- Cape Town, Western Cape
- WORK MODE
- On-site
- JOB TYPE
- Full-time
- POSTED
- Sep 28, 2026
Source: NTT DATA Careers