Incident Manager F / H

NTT; Antony; Hybride; EUR 55 000 - 75 000; Plein temps

Résumé du poste

A leading technology services company in Île-de-France seeks a Managed Services Operations Specialist to oversee operational activities. The ideal candidate will manage service delivery, client escalations, and operational metrics in a hybrid working environment. This role requires strong organizational and communication skills, along with proven experience in managed services delivery.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.
• Seasoned work experience in Managed Services delivery within a large scale technology services environment.

Responsabilités

• Manage shift roster and operations metrics.
• Oversee shift handover processes.
• Handle client escalations during shifts.
• Monitor operational effectiveness of support services.

Connaissances

Customer service focus

Communication skills

Organizational skills

Analytical problem-solving

Ability to work under pressure

Formation

Bachelor’s degree in Information Technology or Business Administration

ITIL foundation certification

Description du poste

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

Your day at NTT DATA

The Managed Services Operations Specialist is a seasoned subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and continuously improve service delivery.

The main responsibility of the Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

Key responsibilities:

• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures 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 the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies 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, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have:

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Seasoned ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• 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:

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

Workplace type

Hybrid Working

About NTT DATA

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. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Join our growing global team and accelerate your career with us. Apply today.

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