ITIL - Account Service Operations Sr Analyst

NTT America, Inc.; Dadri; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

NTT DATA seeks an ITIL-focused Account Service Operations Sr Analyst to join our Noida, Uttar Pradesh team in India. You will oversee service delivery across technology towers, manage governance reviews, and act as the primary escalation point for customers.

The role emphasizes incident management, problem management, and continual service improvement. The position requires ensuring service continuity, driving improvements, and coordinating with vendors to meet contractual obligations.

Responsabilités

• 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.
• 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.
• Act as the primary customer escalation point.
• Maintain strong customer relationships.
• Manage customer expectations and service improvement plans.
• Drive customer satisfaction and retention activities.
• 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.
• Review high-impact and recurring incidents.
• Drive Root Cause Analysis (RCA) activities.
• Track problem records and corrective actions.
• Identify opportunities for permanent fixes.
• Participate in CAB and governance reviews.
• Ensure changes follow approved processes.
• Review change success trends and risks.
• Minimize business disruption resulting from planned changes.
• Identify automation opportunities.
• Drive continual service improvement initiatives.
• Optimize operational processes and service quality.
• Improve SLA performance and customer experience.
• 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

Description du poste

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.

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