Incident Manager

2 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA
The Senior Associate Managed Services Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to support with planning, coordinating and monitoring the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

The main responsibility of the Senior Associate Managed Services Delivery Operations Specialist is to ensure 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:
  • Supports with the management of the shift roster and ensuring that all operations metrics are monitored.
  • Supports with ensuring that shift handover processes are adhered to and managed.
  • Supports with the management of shift escalations from clients.
  • Dashboards all key Metrics and manages the about to be breached situations.
  • Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.
  • Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
  • Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
  • Balances the needs of the client with the strategic direction of NTT.
  • Understands the core issues affecting the client and works with the relevant service teams to resolve.
  • Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
  • Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have:
  • Displays good customer service focus.
  • Good communication skills and ability to prepare structured, and relevant communications to operations leaders.
  • Good organizational skills with the ability to work in a fast paced and deadline driven environment.
  • Displays ability to work creatively and analytically in a problem-solving environment.
  • Developing ability to quickly become proficient in delivery processes and related systems.
  • Displays ability to analyze, design and improve operations processes.
  • Ability to work across different cultures and social groups.
  • Displays ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:
  • Bachelor's degree or equivalent in Information Technology or Business Administration or related.
  • ITIL foundation certification.

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

Workplace type:

On-site Working

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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