Senior Associate Managed Services Operations Specialist

NTT DATA, Inc.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global technology services company in Singapore seeks a Senior Associate Managed Services Operations Specialist. You will manage operational activities, ensuring client satisfaction and adherence to service level agreements. The ideal candidate will have a Bachelor's degree in IT or a related field, alongside an ITIL foundation certification and experience in managed services. This role is on-site, providing a vibrant work environment.

Qualifications

• Strong communication skills for structured and relevant communications.
• Organizational skills for fast-paced, deadline-driven environments.
• Demonstrated experience in managed services operations.

Responsibilities

• Manage the shift roster and monitor all operations metrics.
• Ensure adherence to shift handover processes.
• Handle shift escalations from clients.
• Monitor operational effectiveness and implement improvement plans.

Skills

Customer service focus

Strong communication skills

Organizational skills

Analytical problem-solving

Cultural adaptability

Education

Bachelor's degree in Information Technology or related field

ITIL foundation certification

Job description

Senior Associate Managed Services Operations Specialist

Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. Renowned for technical excellence and leading innovations, NTT DATA makes a difference to clients and society. The workplace embraces diversity and inclusion, providing a place where you can grow, belong, and thrive.Your day at NTT DATAAs a Senior Associate Managed Services Operations Specialist, you will be a developing subject matter expert responsible for closely working with internal service delivery teams. Your role involves supporting, planning, coordinating, and monitoring the implementation of operational activities and processes to deliver on approved operational plans and continuously improve service delivery.Your Responsibilities- Manage the shift roster and monitor all operations metrics.- Ensure adherence to shift handover processes.- Handle shift escalations from clients.- Dashboard key metrics and manage situations about to be breached.- Contribute to meeting service level agreement (SLA) levels.- Ensure operational deliverables support cost-effective, client-centric delivery meeting SLAs.- Monitor operational effectiveness of support services and implement improvement plans.- Balance client needs with NTT's strategic direction.- Resolve core issues affecting clients and collaborate with relevant service teams.- Identify needs, risks, and issues, proposing appropriate solutions.- Perform advanced operational tasks as required by leadership.Skills and Qualifications- Customer service focus.- Strong communication skills for structured and relevant communications.- Organizational skills for fast-paced, deadline-driven environments.- Analytical problem-solving abilities.- Proficiency in delivery processes and related systems.- Ability to analyze, design, and improve operations processes.- Cultural adaptability and ability to work well under pressure.Qualifications and Experience- Bachelor's degree or equivalent in Information Technology, Business Administration, or related field.- ITIL foundation certification.- Moderate level work experience in managed service delivery within a large-scale technology services environment.- Experience in managing customer escalations and objection handling.- Demonstrated experience in managed services operations.Workplace Type: On-site WorkingAbout NTT DATANTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests in R&D to move organizations confidently into the digital future. With experts in over 50 countries and a robust partner ecosystem, services include consulting, data and artificial intelligence, industry solutions, application development, infrastructure management, and more. NTT DATA is a leading provider of digital and AI infrastructure worldwide, part of NTT Group, and headquartered in Tokyo.Equal Opportunity Employer,

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