Senior Associate Scrum Master

NTT; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 250.041.000 - 416.737.000; Full time

Job summary

A leading global tech services company is seeking a Senior Associate Managed Services Operations Specialist in Jakarta to support service delivery and operational planning. The role requires strong communication and problem-solving skills, along with a bachelor's degree and ITIL certification. Candidates should have experience in managed service delivery and operational excellence. This position offers a hybrid working environment and a chance to contribute to innovative service solutions.

Qualifications

• Experience in managed service delivery within a large scale technology services environment.
• Experience managing customer escalations and objection handling.
• Demonstrated managed services operations experience.

Responsibilities

• Manage shift roster and monitor operations metrics.
• Ensure adherence to shift handover processes.
• Manage shift escalations from clients.
• Monitor operational effectiveness and develop improvement plans.
• Balance client needs with strategic direction.

Skills

Customer service focus

Good communication skills

Organizational skills

Problem-solving abilities

Analytical skills

Ability to adapt

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 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: 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.

Third parties fraudulently posing as NTT DATA recruiters

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