Account Service Operations Sr Analyst

NTT DATA, Inc.; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA in Noida, Uttar Pradesh, India seeks an Account Service Operations Sr Analyst to oversee ITIL-based service support and drive operations management, leadership, customer engagement and reporting excellence.

The role acts as SME/Shift Lead, ensuring 24x7 availability, incident management, data-driven insights, and continuous improvement across ITSM processes with Excel and Power BI reporting.

Qualifications

• 4–6 years of IT service management experience with team leadership or operations management.
• Strong understanding of ITIL processes and principles.
• Experience in managing operations, customers, and client relationships.
• Hands-on experience with ServiceNow ITSM.
• Knowledge of SQL Server and scripting languages.

Responsibilities

• Lead day-to-day IT service operations ensuring 24x7 availability and SLA adherence.
• Manage escalations and critical incidents with professional communication and coordination.
• Conduct operational reviews, identify gaps, and implement process improvements.
• Act as Shift Lead, guiding and mentoring team members and managing workload.
• Provide SME guidance on ITIL processes and drive adoption across teams.
• Build strong customer relationships and present operational performance to clients.

Skills

ITIL

Leadership

Data analytics

Power BI

Excel

SQL

ServiceNow ITSM

JavaScript/JQuery

Cloud knowledge

Tools

ServiceNow ITSM

SQL Server

JavaScript

Power BI

Excel (Macros)

Web API/WCF

Azure/AWS

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a Account Service Operations Sr Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Role Overview

Job Description – Grade 7

In this role, you will oversee ITIL-based service support while taking ownership of operations management, team leadership, customer engagement, and reporting excellence. You will act as a Subject Matter Expert (SME) and/or Shift Lead, driving service quality, operational efficiency, and meaningful insights through innovative reporting.

Key Responsibilities

• Operations Management
  • Lead day-to-day IT service operations ensuring 24x7 availability and SLA compliance.
  • Manage escalations, critical incidents, and customer communications with professionalism.
  • Conduct operational reviews, identify gaps, and implement process improvements.
• Leadership & Team Management
  • Act as Shift Lead, guiding and mentoring team members to deliver consistent quality.
  • Manage team performance, workload distribution, and ensure adherence to ITIL processes.
  • Conduct training sessions and knowledge-sharing to build team capability.
• Subject Matter Expertise
  • Serve as SME for ITIL processes (incident, problem, change, request, service level, configuration).
  • Provide expert guidance on ITIL best practices and ensure adoption across teams.
  • Support automation initiatives in cloud infrastructure and ITSM tools.
• Customer & Client Engagement
  • Build strong relationships with customers and clients, ensuring satisfaction and trust.
  • Represent the team in client meetings, operational reviews, and executive presentations.
  • Proactively identify opportunities to improve service delivery and customer experience.
• Quality & Continuous Improvement
  • Define and monitor quality metrics for service delivery.
  • Drive accountability within the team for error reduction and process compliance.
  • Champion a culture of continuous improvement and innovation.
• Reporting & Analytics
  • Manage and improve operational reports using Excel and Power BI.
  • Innovate in report design and presentation to make insights meaningful, engaging, and actionable.
  • Avoid monotonous reporting by introducing visual storytelling, dashboards, and trend analysis.
  • Ensure reports and slides drive value by highlighting key metrics, root causes, and improvement opportunities.
  • Present data in a way that supports decision-making for leadership and clients.

Requirements

• Experience: 4–6 years of relevant IT service management experience, including team leadership or operations management.
• Strong understanding of ITIL processes and principles.
• Proven experience in managing operations, customers, and client relationships.
• Hands-on experience with ServiceNow ITSM (one or more versions).
• Knowledge of SQL Server, scripting languages (JavaScript/JQuery), Web API/Window Service/WCF.
• Good to have: Azure/AWS/VMware VM provisioning knowledge.
• Strong ability to create, document, and enforce processes.
• Expertise in Excel (advanced functions, pivot tables, macros) and Power BI (dashboards, data modeling, visualization).
• Excellent communication skills (verbal, written, executive presentation).
• Competencies in conflict resolution, customer service, facilitation, and stakeholder management.
• Positive attitude, problem-solving mindset, and ability to drive team quality.

Competencies

• Leadership & People Management
• Operational Excellence
• Customer-Centric Approach
• Quality Assurance & Continuous Improvement
• Technical Expertise in ITIL & Cloud Infrastructure
• Data Analytics & Reporting Innovation

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 a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.