ITIL - Business Intelligence Sr Analyst

NTT DATA, Inc.; Hinoba-an; On-site; PHP 597,000 - 1,127,000; Full time

Job summary

NTT DATA, Inc. in Noida, India is seeking an ITIL - Business Intelligence Sr Analyst to oversee service delivery, incident ownership, and client account management on a 24x7 basis. The role requires strong ITIL knowledge and the ability to coordinate cross-functional teams to resolve issues and meet SLAs.

The position emphasizes applying ITIL processes, analyzing performance data, and communicating with stakeholders across levels. Travel may be required depending on project needs.

Qualifications

• 4–7 years of relevant experience.
• Solid understanding of ITIL processes and principles.
• Strong written and verbal communication skills.

Responsibilities

• Oversee incident ownership and client account management on a 24x7 basis.
• Coordinate service delivery processes including incident, problem, change management and SLA tracking.
• Analyze and report on service performance and compliance with SLAs.
• Communicate effectively with internal and external stakeholders at multiple levels.

Skills

ITIL processes

Data analysis

Written and verbal communication

Education

Undergraduate degree or equivalent

Tools

Service delivery tools

Job description

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.

We are currently seeking a ITIL - Business Intelligence Sr Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

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 who have mastered the basic principles of the role and are able to handle more complex problems and projects.
• Most problems they handle require standard solutions.
• They may manage small projects with oversight from their supervisor.

Requirements for this role include:

• Assigned to basic service delivery processes and associated projects.
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Provides resolution to an assortment of client problems and/or requests.
• Adapts communication techniques for audiences at multiple internal and external levels.
• Typically requires 4-7 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.

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