Associate Scrum Master

Stryker Corporation; Daerah Khusus Ibukota Jakarta; Hybrid; Confidential; Full time

Job summary

A leading technology services provider seeks an Associate Managed Services Operations Specialist in Jakarta. The role involves coordinating and monitoring operational activities, ensuring service delivery, and improving client interactions. Candidates should possess a bachelor's degree and ITIL certification. The company values diversity and supports hybrid work arrangements, providing a dynamic atmosphere for growth and development.

Qualifications

• Entry-level work experience in managed service delivery within a large-scale technology services environment.
• Experience in managing customer escalation situations and objection handling.
• Demonstrates ability to quickly become proficient in delivery processes.

Responsibilities

• Assist with managing the shift roster and operations metrics.
• Ensure adherence to shift handover processes.
• Monitor operational effectiveness and develop improvement plans.

Skills

Customer service focus

Good communication skills

Organizational skills

Problem-solving ability

Analytical skills

Cultural adaptability

Ability to work under pressure

Education

Bachelor's degree in Information Technology or Business Administration

ITIL foundation certification

Job description

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 Associate Managed Services Operations Specialist is an entry‑level subject matter expert, responsible for learning the skills to work closely with internal service delivery teams to help plan, coordinate and monitor 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 Associate Managed Services Delivery Operations Specialist is to ensure that less complex 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:

• Assists with the management of the shift roster and ensuring that all operations metrics are monitored.
• Assists with ensuring that shift handover processes are adhered to and managed.
• Assists 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 the organization.
• 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.
• Displays 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:

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

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.