Senior Associate Service Operations Specialist

1 week ago


Mumbai, Maharashtra, India NTT DATA Full time

Role Overview

The Senior Associate Service Operations Specialist is a developing subject matter expert at NTT DATA, responsible for collaborating with internal service delivery teams to plan, coordinate, and monitor the implementation of operational activities and processes. This role ensures the effective and efficient delivery of less complex services by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.

Key Responsibilities:

  • Assists with the management of the shift roster and ensures that all operations metrics are monitored.
  • Ensures that shift handover processes are adhered to and managed.
  • Assists with the management of shift escalations from clients.
  • Dashboards all key metrics and manages situations approaching breach.
  • Contributes to ensuring that services meet stated service level agreement (SLA) levels.
  • Ensures that operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
  • Monitors the operational effectiveness of support services and develops and implements required improvement plans.
  • Balances the needs of the client with the strategic direction of the company.
  • Understands core issues affecting the client and works with relevant service teams to resolve.
  • Helps identify needs, risks, and issues and proposes appropriate solutions and courses of action.
  • Provides input to Operations Managers and Service Managers during client reviews (for example, reports on service volumes and metrics).
  • Performs any other related tasks as required.

Knowledge and Attributes:

  • Displays customer service focus.
  • Good communication skills and ability to prepare structured, relevant communications to operations leaders.
  • Displays ability to work in a fast-paced and deadline-driven environment.
  • Displays ability to build, manage, and foster a team-oriented environment.
  • Ability to work creatively and analytically in a problem-solving environment.
  • Ability to quickly become proficient in delivery processes and related systems.
  • Developing ability to analyze, design, and improve operations processes.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
  • ITIL foundation certification is preferred.

Required Experience:

  • Moderate level of work experience in service delivery within a large-scale (preferably multi-national) technology services environment.
  • Moderate level of experience gained in a service delivery environment including technical and service management exposure.
  • Moderate level of experience in managing customer escalation situations and objection handling.
  • Moderate level of demonstrated support operations experience.

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.



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