Managed Services Operations Specialist

Dimension Data Solutions Limited (Kenya); Mangaluru; Hybrid; INR 800.000 - 1.200.000; Vollzeit

Zusammenfassung

NTT DATA is seeking a seasoned Managed Services Operations Specialist to coordinate and monitor operational activities and improve service delivery. The role collaborates with internal service delivery teams to implement plans and drive improvements.

Key responsibilities include managing shift rosters, ensuring handovers, handling client escalations, and maintaining SLA adherence while supervising pivotal metrics and improvement initiatives. Hybrid working arrangement."

Qualifikationen

• Bachelor's degree or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.
• Seasoned work experience in Managed Services delivery within a large scale technology services environment.
• Seasoned experience in service delivery including technical and service management exposure.
• Seasoned experience in managing customer escalation situations and objection handling.
• Seasoned Managed Services operations experience.

Aufgaben

• Manages the shift roster and monitors all operations metrics.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key metrics and manages near breached situations.
• Ensures that services meet the stated SLA levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands core issues affecting the client and works with relevant service teams to resolve.
• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
• Presents input to Operations Managers and Service Managers during client reviews.
• Performs any other advanced operational tasks as required by leadership.

Kenntnisse

Customer service

Communication

Organization

Problem solving

Delivery processes

Cross-cultural awareness

Work under pressure

Ausbildung

Bachelor's IT/B.A.

Tools

ITIL Foundation

Jobbeschreibung

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Operations Specialist is a seasoned subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

Key responsibilities:

• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have:

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Seasoned ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.

Required experience:

• Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
• Seasoned experience gained in a service delivery environment including technical and service management exposure.
• Seasoned experience in managing customer escalation situations and objection handling.
• Seasoned Managed Services operations experience.

Workplace type :

Hybrid Working

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 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.