ITIL - Account Service Operations Sr Analyst

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

Job summary

NTT DATA is seeking an ITIL - Account Service Operations Sr Analyst to join our Noida, UP team in India. You will ensure services meet SLAs/OLAs, monitor performance, and coordinate across multiple technology towers to deliver reliable outcomes.

You will act as the primary customer escalation point, lead incident and major incident governance, drive RCA activities, manage changes, and drive continual service improvement while maintaining governance and reporting across the account.

Qualifications

• ITIL-based service delivery and governance
• Experience coordinating service delivery across technology towers
• Ability to monitor performance, SLAs and OLAs
• Strong customer relationship and escalation management
• Ability to drive RCA, RCAs and permanent fixes
• Experience with change governance and CAB processes
• Identify and drive continual service improvement
• Monitor vendor performance and manage escalations

Responsibilities

• Ensure contracted services align with SLAs/OLAs
• Monitor service performance and drive issue resolution
• Oversee service delivery across multiple technology towers
• Maintain operational stability and continuity of services
• Conduct weekly, monthly and quarterly service reviews
• Prepare and present service performance reports
• Act as primary customer escalation point and manage expectations
• Lead incident and major incident governance and communications
• Drive RCA, problem records, and permanent fixes
• Participate in CAB and governance reviews
• Identify automation opportunities and optimize processes
• Manage vendor performance and supplier reviews

Skills

ITIL knowledge

Service Delivery

Governance & Reporting

Customer Relationship

Incident Management

Problem Management

Change Management

Service Improvement

Vendor Management

Job description

ITIL - Account Service Operations Sr Analyst

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 ITIL - Account Service Operations Sr Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Service Delivery Management

• Ensure contracted services are delivered in accordance with agreed SLAs and OLAs.
• Monitor service performance and drive timely resolution of service issues.
• Oversee service delivery across multiple technology towers.
• Ensure operational stability and service continuity.

Governance & Reporting

• Conduct Weekly, Monthly, and Quarterly Service Reviews.
• Prepare and present service performance reports.
• Track service trends, risks, KPIs, and improvement actions.
• Ensure governance compliance and audit readiness.

Customer Relationship Management

• Act as the primary customer escalation point.
• Maintain strong customer relationships.
• Manage customer expectations and service improvement plans.
• Drive customer satisfaction and retention activities.

Incident & Major Incident Governance

• Ensure effective incident management processes.
• Lead management escalations for critical incidents.
• Review recurring incidents and drive corrective actions.
• Ensure communication standards are maintained during service disruptions.

Problem Management

• Review high-impact and recurring incidents.
• Drive Root Cause Analysis (RCA) activities.
• Track problem records and corrective actions.
• Identify opportunities for permanent fixes.

Change Management Governance

• Participate in CAB and governance reviews.
• Ensure changes follow approved processes.
• Review change success trends and risks.
• Minimize business disruption resulting from planned changes.

Service Improvement

• Identify automation opportunities.
• Drive continual service improvement initiatives.
• Optimize operational processes and service quality.
• Improve SLA performance and customer experience.

Vendor & Supplier Management

• Monitor third-party service provider performance.
• Ensure vendors meet contractual obligations and service commitments.
• Manage vendor escalations and service-related issues.
• Conduct periodic supplier performance reviews

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 recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

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