KT IS Lead TnT📣 Job Ad

About the KT IS Lead TnT Role

DXC Technology is seeking a KT IS Lead TnT to join our team in Riyadh. This full-time position requires a professional with 5-10 years of experience to manage and guide a team of engineers, ensuring operational excellence and technical support. The role involves independent problem-solving and developing solutions within defined parameters, contributing to the team's expertise and practical knowledge within the business environment.

Role Overview and Team Management

The KT IS Lead TnT is responsible for managing a team of 10-20 L1/L2 engineers. This involves receiving assignments with outlined goals and processes, and providing direct advice and guidance to team members. The role requires working on complex assignments that demand independent action and initiative to resolve issues and develop solutions. The Tech Lead will also support other assigned activities and is expected to develop expertise and practical knowledge within the business context.

Key Responsibilities

• Coaching Frontline agents and acting as Process Champions in conjunction with Quality assurance.
• Establishing and maintaining linkages with MOD for Service Level Agreements (SLA).
• Supporting and governing Case Management processes.
• Assisting Managers with programs related to Total Cost of Engagement (TCE), cost reduction, and operational effectiveness.
• Providing technical leadership to the team, including L2 engineers and mentors.
• Administering team incentives, Rewards & Recognition (R&R), and leave planning.
• Maintaining and distributing daily reports on metrics such as open volume and First Call Resolution (FCR), and performing analysis.
• Segregating work between Subject Matter Experts (SMEs) and agents.
• Supporting and attending Supervisory calls.
• Driving daily huddles in coordination with the Team Manager.
• Handling transactional escalations and providing timely Root Cause Analysis (RCA) for key escalations or necessary transactions.
• Coordinating with delivery excellence teams to enhance operational rigor.
• Participating in or driving Continuous Improvement Process (CIP) initiatives as required.
• Conducting operational review meetings.

Required Qualifications and Experience

This role requires a minimum of 5 years and a maximum of 10 years of relevant experience. Candidates should possess foundational principles, theories, and concepts applicable to assignments of limited scope. The ability to exercise independent judgment within defined parameters, utilizing professional concepts and theoretical knowledge acquired through specialized training, education, or previous experience, is essential. A willingness to participate in non-standard working-time models, such as shifts or call availability, is also expected.

Work Environment and Location

This is a full-time position based in Riyadh. DXC Technology fosters a work model that prioritizes in-person collaboration while offering flexibility to support wellbeing and productivity. The company is committed to creating an inclusive environment where all employees can thrive.