Technical Operations Specialist

1 day ago

Mumbai, Maharashtra, India NTT DATA Full time

Transform Your Career with NTT DATA

We are seeking an exceptional Technical Operations Specialist to join our team. This role offers a unique opportunity to make a significant impact in the world of technology and innovation.

About the Role

The Technical Operations Specialist will be responsible for providing expert-level technical support to clients, ensuring their IT infrastructure and systems remain operational. This includes proactively monitoring work queues, performing operational tasks, and resolving incidents/requests in a timely manner within agreed Service Level Agreements (SLAs).

Main Responsibilities:

  • Proactively monitor and manage work queues to ensure efficient incident resolution.
  • Perform operational tasks to resolve incidents/requests within SLAs.
  • Update tickets with resolution tasks performed and maintain accurate records.
  • Identify, investigate, and analyze issues and errors prior to or when they occur, logging all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution.
  • Provide second-level support to all incidents, requests, and identify root causes of incidents and problems.
  • Communicate with other teams and clients for extended support.
  • Execute changes with clear identification of risks and mitigation plans to be captured into change records.
  • Follow shift handover processes highlighting key tickets and critical tasks to be carried out in the next shift.
  • Evaluate and escalate tickets as necessary to seek focus from Centers of Excellence and other teams, continuing escalations to management if needed.
  • Collaborate with automation teams to optimize effort and automate routine tasks.
  • Develop strong working relationships with internal resolver groups, vendors, and 3rd parties.
  • Identify problems and errors before they impact client services.
  • Assist L1 Security Engineers in initial triage or troubleshooting.
  • Lead and manage initial client escalations for operational issues.
  • Contribute to change management processes by logging all change requests with complete details for standard and non-standard changes, including patching and configuration items.
  • Ensure all changes are executed with proper approvals and adherence to Change Management policies.
  • Plan and execute approved maintenance activities.
  • Analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
  • Maintain up-to-date knowledge of industry trends and emerging technologies to improve service delivery.
  • May also contribute to project work as and when required.

Requirements and Qualifications

To succeed in this role, you will need:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  • Moderate level years of relevant managed services experience handling cross-technology infrastructure.
  • Moderate level knowledge in ticketing tools preferably Service Now.
  • Moderate level working knowledge of ITIL processes.
  • Moderate level experience working with vendors and/or 3rd parties.

About NTT DATA

NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success. With a diverse team of experts in over 50 countries, we deliver cutting-edge solutions that drive business outcomes and create value.

Salary Estimate

$120,000 - $180,000 per annum based on location and experience.

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