ITIL - Account Service Advisor

NTT America, Inc.; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA is seeking an ITIL - Account Service Advisor to join our Noida team in Uttar Pradesh, India. The role focuses on end-to-end service management governance, SLA oversight, incident and problem management, and continuous process improvement across ITIL processes.

You will design customer-facing dashboards, write SOPs, and drive reporting standardization while coordinating with internal teams and client stakeholders for service excellence.

Qualifications

• Experience in ITIL-based service management and governance frameworks.
• Hands-on experience with SLA and operational reporting.
• Ability to design dashboards and SOPs for customer-facing processes.

Responsibilities

• Act as the primary Service Management point of contact for ITIL-related matters.
• Liaise with internal teams and customer stakeholders for process improvements.
• Facilitate daily operations calls and monthly service reviews.
• Review ITSM integration failures and ensure remediation.
• Manage CSAT analysis and drive improvement actions.
• Define and maintain reporting frameworks (SLA & operational reports).
• Support governance meetings and customer engagements.

Skills

Service Management

ITIL practices

Governance

SLA Management

Incident Management

Problem Management

Change Management

Dashboard design

SOP writing

Job description

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

End-to-end Service Management governance, operational oversight, process compliance, and continuous improvement across all ITIL processes.

1. General Service Management & Governance

• Act as the primary Service Management point of contact for all ITIL-related matters.

• Liaise with internal teams and customer stakeholders for process improvements and tool enhancements.

• Facilitate daily operations calls and monthly service reviews.

• Review ITSM integration failures and ensure remediation.

• Manage CSAT analysis and drive improvement actions.

• Define and maintain reporting frameworks (SLA & operational reports).

• Support governance meetings and customer engagements.

• Drive reporting standardization and service improvement initiatives.

• Extremely proficient in designing customer facing decks, creating dashboards and writing SOPs.

2. SLA Management

• Define and manage SLA structures, including exclusions.

• Facilitate SLA review meetings and stakeholder discussions.

• Compile, publish, and maintain SLA reports and dashboards.

• Maintain key documents such as the Document of Understanding (DOU).

• Educate tower teams on proactive SLA management.

• Establish and monitor SLA performance compliance.

3. Incident Management

• Manage and govern major incidents (P1/P2), including escalations.

• Ensure proper documentation and data quality of incidents.

• Monitor and follow up on aged, pending, and SLA-breaching incidents.

• Facilitate incident review forums (e.g., weekly aging reviews).

• Oversee incident queues and ensure timely resolution.

• Identify incidents requiring problem records.

4. Problem Management

• Drive problem creation and RCA (Root Cause Analysis) activities.

• Facilitate RCA meetings for major and complex incidents.

• Ensure timely delivery of initial and final RCA reports.

• Lead Problem Review Board meetings.

• Perform trend analysis, risk analysis, and affinity mapping.

• Track remediation actions and ensure closure.

• Enable automation and proactive problem identification.

5. Change Management

• Facilitate CAB (Change Advisory Board) meetings and governance.

• Ensure completeness of change documentation (implementation, backout, test plans).

• Review change schedules, adherence, and expedited/standard changes.

• Track and ensure completion of Post Implementation Reviews (PIR).

• Monitor and follow up on aging or non-compliant changes.

• Communicate planned maintenance and outages.

6. Request Management

• Facilitate request review forums and monitor request aging.

• Ensure adherence to request SLAs and follow up on breaches.

• Manage escalations and "attention needed" requests.

• Govern request queues and approval workflows.

• Support creation and optimization of service catalog/request items.

• Track KPIs such as request aging, completion compliance, and usage.

7. Configuration Management (CMDB)

• Ensure readiness and acceptance of CMDB data during transition to steady state.

• Oversee CI data integrity, updates, and governance.

• Provide guidance and enforce configuration management processes.

• Act as liaison between account teams, customer stakeholders, and data contributors.

• Review CMDB reporting and ensure ongoing data quality.

• Track and report on CMDB KPIs (e.g., data integrity, audit compliance).

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.

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