Operations Specialist
5 days ago
Are you looking for a challenging role in managed services operations? We have an exciting opportunity for a Senior Associate Managed Services Operations Specialist at NTT DATA. In this position, you will be responsible for working closely with internal service delivery teams to support planning, coordination, and monitoring of operational activities and processes.
About the RoleThe Senior Associate Managed Services Operations Specialist is a developing subject matter expert who ensures that services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.
Key Responsibilities- Manage shift rosters and ensure all operations metrics are monitored.
- Support the management of shift handover processes and ensure they are adhered to.
- Handle client escalations and objections effectively.
- Monitor key metrics and manage situations that are about to breach.
- Contribute to ensuring services meet stated service level agreement (SLA) levels.
- Ensure operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
- Develop and implement improvement plans to monitor operational effectiveness of support services.
- Balance client needs with the strategic direction of NTT.
- Understand core issues affecting clients and work with relevant service teams to resolve.
- Identify needs, risks, and issues, and propose appropriate solutions and courses of action.
- Good customer service focus.
- Effective communication skills and ability to prepare structured communications.
- Organizational skills with the ability to work in a fast-paced environment.
- Ability to work creatively and analytically in problem-solving environments.
- Quickly become proficient in delivery processes and related systems.
- Analytical and design skills to improve operations processes.
- Able to work across different cultures and social groups.
- Ability to work well in pressurized environments and adapt to changing circumstances.
- Bachelor's degree or equivalent in Information Technology or Business Administration.
- ITIL foundation certification.
- Moderate level work experience gained in managed service delivery within a large-scale technology services environment.
- Technical and service management exposure in managed service delivery environments.
- Experience in managing customer escalation situations and objection handling.
- Demonstrated managed services operations experience.
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.
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