ITIL - Operations Analysis Specialist

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida, Uttar Pradesh, India seeks an ITIL - Operations Analysis Specialist to join our team. You will oversee ITIL-based service support, incident ownership, and client account management on a 24x7 basis.

You will coordinate cross-functional service delivery processes, incident, problem, change, and configuration management, and SLA performance. Travel including overnight trips may be required.

Qualifications

• Solid understanding of ITIL processes and principles.
• Excellent written and verbal communication skills.
• Capable of handling travel, including overnight trips.
• Experience with coordinating IT service delivery and client accounts.

Responsibilities

• Oversee ITIL-based service support and coordination of incident ownership on a 24x7 basis.
• Manage and oversee service delivery processes including incident, problem, change and configuration management, and SLA reporting.
• Coordinate resources and client communications across engagements from tactical to strategic.

Skills

ITIL processes

Service delivery

Incident management

Problem management

Change management

SLA reporting

Education

Undergraduate degree

Job description

Job Summary

We are currently seeking a ITIL - Operations Analysis Specialist to join our team in Noida, Uttar Pradesh, India.

Responsibilities

• Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.
• Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.
• In this role you will be responsible for: Individuals have a deep understanding of their own area.
• They have a limited understanding of related subject areas.
• They manage critical projects with general direction and may allocate some work to others.

Requirements

• Assigned to larger / more complex service delivery processes and associated projects.
• Plays key role in continuous improvement activities in support of client or internal business processes.
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Assists program or process development and implementation.
• Typically requires 6-8 years relevant experience.
• Undergraduate degree or equivalent combination of education and work experience.
• Solid understanding of ITIL processes and principals.
• Solid written and verbal skills.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Travel including overnight domestic or international trips may be required.