Enterprise Applications Team Lead

• Lead, mentor, and develop a team of 10–15 Senior Application Support Analysts, providing performance management, coaching, and career development.
• Establish clear accountability models, roles, and operational expectations across the application support tower.
• Foster a culture of service excellence, continuous improvement, and operational ownership.
• Act as the senior escalation point for complex technical, operational, and service-delivery issues.

• Own end-to-end service delivery for assigned enterprise application towers, including incident, problem, change, and service request management.
• Ensure consistent adherence to ITIL/ITSM processes, operational runbooks, and service governance frameworks.
• Monitor service health through KPIs, trends, risk indicators, and proactive problem management.
• Drive achievement of SLAs, OLAs, and client-defined performance targets.

• Serve as the primary client-facing service delivery leader for in-scope applications.
• Partner with client leadership, Delivery Directors, Project Managers, and vendors to align operational delivery with business priorities.
• Lead service reviews, operational governance forums, and executive-level discussions related to service quality, risk, and performance.
• Provide clear, concise communication on incidents, risks, dependencies, and remediation plans.

• Provide leadership oversight for Level 2 and Level 3 support, including root cause analysis and corrective/preventive actions.
• Oversee application upgrades, patches, releases, and vendor-led support activities.
• Ensure application documentation, inventories, knowledge bases, and operational procedures are accurate and current.
• Ensure compliance with client security, privacy, audit, and enterprise architecture standards.

• Support and lead governance activities including audits, access reviews, risk assessments, and control attestations.
• Ensure services align with enterprise standards, regulatory requirements, and contractual obligations.
• Identify, assess, and actively manage operational risks across the application portfolio.
• Contribute to service governance models, escalation frameworks, and operational maturity roadmaps.

• Provide senior operational leadership and oversight for projects transitioning into production.
• Support project scoping, estimation, resourcing, quality assurance, and operational readiness.
• Ensure SDLC, change management, and release governance requirements are met.
• Coordinate and approve production changes and maintain forward schedules of change.

• Lead initiatives focused on service optimization, automation, standardization, and productivity improvements.
• Drive root cause analysis, lessons learned, and process refinement to improve service resilience.
• Partner with internal teams and clients to mature service delivery practices and operational capabilities.
• Contribute to broader enterprise and account-level improvement initiatives.

• Enterprise-scale applications including, but not limited to:
• Enterprise Resource Planning (ERP)
• Enterprise Asset Management (EAM)
• Enterprise Content Management (ECM)
• Enterprise Portfolio & Project Management (EPPM)
• Engineering, Operations, and Line-of-Business Applications

• 10+ years of progressive experience in enterprise IT operations, application support, or service delivery leadership.
• Demonstrated experience managing large, complex application portfolios in regulated or enterprise environments.
• Proven people-leadership experience managing senior technical teams (10+ resources).
• Strong background in ITIL / ITSM-based service management.
• Experience working closely with executive-level clients and senior stakeholders.
• Hands-on experience supporting projects, SDLC governance, and production change management.
• Strong analytical, risk-management, and problem-solving skills.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline (or equivalent experience).
• ITIL certification (required or strongly preferred).
• Additional certifications in project management, service management, governance, or enterprise systems are an asset.

• Strategic service delivery leadership
• Executive-level communication and stakeholder management
• Operational governance and risk management
• Data-driven decision making and reporting
• Team development and performance leadership
• Continuous improvement mindset

NTT Data