Senior Associate Managed Services Operations Specialist

NTT America, Inc.; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

NTT DATA is seeking a Senior Associate Managed Services Operations Specialist for on-site Mumbai. You will partner with service delivery teams to plan, coordinate and monitor operational activities and processes, ensuring alignment with approved plans and continuous service improvements.

The role focuses on delivering efficient service, managing escalations, dashboards and SLA adherence while supporting cost-effective, client-centric delivery in a multinational environment.

Qualifications

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

Responsibilities

• Supports with management of the shift roster and monitoring of operations metrics.
• Supports with shift handover processes and handover quality.
• Supports with handling shift escalations from clients.
• Maintains dashboards for key metrics and preemptively flags breaches.
• Ensures services meet stated SLA levels and cost-efficient client delivery.
• Monitors operational effectiveness and implements improvement plans.
• Collaborates across teams to address client needs and risks.
• Presents communications to operations leaders in a structured way.

Skills

Customer service focus

Communication skills

Organizational skills

Problem solving

Delivery process knowledge

Cross-cultural collaboration

Education

Bachelor's degree in IT or Business Administration

ITIL foundation certification

Job description

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 Senior Associate Managed Services Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to support with planning, coordinating and monitoring the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

The main responsibility of the Senior Associate Managed Services Delivery Operations Specialist is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.

What you'll be doing

Key Roles and Responsibilities:

• Supports with the management of the shift roster and ensuring that all operations metrics are monitored.
• Supports with ensuring that shift handover processes are adhered to and managed.
• Supports with the management of shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Contributes to ensuring 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 NTT.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
• Performs any other advanced operational tasks as required by leadership.

Knowledge, Skills and Attributes:

• Displays good customer service focus.
• Good communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Good organizational skills with the ability to work in a fast paced and deadline driven environment.
• Displays ability to work creatively and analytically in a problem-solving environment.
• Developing ability to quickly become proficient in delivery processes and related systems.
• Displays ability to analyze, design and improve operations processes.
• Ability to work across different cultures and social groups.
• Displays 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:

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

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.