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Specialist MS Operations

4 months ago

Delhi, India NTT DATA Full time
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 today’s ‘iNTTerconnected’ 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 world’s 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?Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

Working at NTTThe role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.Key Role and Responsibilities:Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forumsEnsure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team membersAssist with resource planning and deployment according to the requirements of the service contractResponsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clientsWork with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clientsAssist with the provision of quotations and accurate pricing for services required by the clientParticipate in the negotiation of service level agreements and the details of the contractEnsure the management of incidents and problems and respond to escalated queriesManage calls logged to ensure effective and timeous resolutionConduct regular feedback sessions with the client to report on contract performance and contract activitiesConduct regular vendor meetings using measurable criteria to report and manage vendor performanceCompile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the clientUnderstands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilitiesSetup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contractContribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contractEnsure the compilation and distribution of the relevant service delivery and operations reports to the relevant forumsAnalyse metrics and report on contract performanceResponsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service deliveryKnowledge, skills and attributes:Display strong orientation towards ensuring client satisfaction and service deliveryReliable and are able to produce a high quality of workExcellent verbal and written communication skills and are able to engage across all levels in the businessAbility to effectively manage work processes and proactively manage situation to achieve the desired outcomesGood people management and leadership skillsvProven ability to build, manage and foster a team-oriented environmentProven ability to work creatively and analytically in a problem-solving environmentAbility to quickly become proficient in client processes and related systemsDemonstrated strong ability to analyze, design and improve business processesAcademic Qualifications and Certifications:Bachelor’s degree or equivalent in a related fieldITIL qualification and other technical certifications preferredExperience required:Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.Demonstrated experience in managed services and service delivery environment including technical and service management exposure.Demonstrated experience in developing establishing processes and enforcing adherence to processes policiesOutsourcing operations experienceCustomer Support Operations experienceSkills SummaryWhat will make you a good fit for the role?Remote Type:Equal Opportunity EmployerNTT 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 –

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 –

backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

Making a difference –

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 –

in a progressive ‘Connected Working’ 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 –

with a personal and professional development plan and access to the broadest learning offerings in the industry.

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