Senior Associate Managed Services Operations Specialist

NTT DATA, Inc.; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. is seeking a Senior Associate Managed Services Operations Specialist in Mumbai, responsible for operational management in a client-centric environment. Key responsibilities include managing shift rosters, ensuring service levels are maintained, and implementing improvement plans for operational effectiveness. A bachelor’s degree in IT or Business Administration and ITIL foundation certification are required. Embrace a culture of diversity in a on-site workplace.

Qualifications

• Moderate level work experience in managed service delivery within a large scale technology services environment.
• Technical and service management exposure.
• Experience in customer escalation situations and objection handling.

Responsibilities

• Manage the shift roster and operational metrics.
• Ensure effective service delivery that meets SLAs.
• Monitor operational effectiveness and implement improvement plans.

Skills

Customer service focus

Good communication skills

Organizational skills

Problem-solving ability

Analytical skills

Ability to work in a fast-paced environment

Cultural adaptability

Education

Bachelor’s degree in Information Technology 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 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.

Key Roles and Responsibilities

• Supports with the management of the shift roster and ensures 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 situations about to be breached.
• Contributes to ensuring that services 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 them.
• 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 & Attributes

• Displays good customer service focus.
• Good communication skills and ability to prepare structured, relevant communications to operations leaders.
• Good organizational skills with the ability to work in a fast‑paced, 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 & Certifications

• Bachelor’s degree or equivalent in Information Technology, Business Administration, or related field.
• 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

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.