Senior Associate Managed Services Operations Specialist

Role Overview

Key Responsibilities

• Support management of shift rosters and monitoring of operations metrics.
• Support adherence to and management of shift handover processes.
• Support management of client shift escalations.
• Create dashboards for key metrics and manage situations approaching breach thresholds.
• Contribute to ensuring services meet stated service-level agreement requirements.
• Ensure operational deliverables support cost-effective, client-centric delivery that meets SLAs.
• Monitor the operational effectiveness of support services.
• Develop and implement operational improvement plans.
• Balance client needs with NTT DATA’s strategic direction.
• Identify core client issues and work with service teams to resolve them.
• Identify needs, risks, and issues and propose appropriate solutions and courses of action.
• Perform other advanced operational tasks as required by leadership.

Knowledge, Skills and Attributes

• Good customer service focus.
• Good communication skills and ability to prepare structured, relevant communications for operations leaders.
• Good organizational skills in a fast-paced and deadline-driven environment.
• Ability to work creatively and analytically in a problem-solving environment.
• Developing ability to become proficient in delivery processes and related systems.
• Ability to analyze, design, and improve operations processes.
• Ability to work across different cultures and social groups.
• Ability to work under pressure and adapt to changing circumstances.

Academic Qualifications and Certifications

• Bachelor’s degree or equivalent in Information Technology, Business Administration, or a related field.
• ITIL Foundation certification.

Required Experience

• Moderate-level experience in managed service delivery within a large-scale, preferably multinational, technology services environment.
• Moderate-level experience in managed service delivery with technical and service management exposure.
• Moderate-level experience managing customer escalations and handling objections.
• Demonstrated moderate-level managed services operations experience.

Workplace Type

• The role is on-site.

About NTT DATA