Operations Delivery Specialist — SLA & Service Excellence

NTT Ltd.; Durban; Sur place; ZAR 650 000 - 950 000; Plein temps

Résumé du poste

NTT DATA in Durban is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating and monitoring operational activities and processes to deliver on approved plans and improve service delivery. The role focuses on ensuring services are delivered effectively by carrying out routine tasks and implementing a services model that meets client needs.

You will work with delivery teams to monitor metrics, manage escalations, and drive improvements while balancing client

Qualifications

• Experience in managed services delivery within large-scale technology environments.

Responsabilités

• Supports shift roster management and monitors operations metrics.
• Supports shift handover processes and client escalations.
• Maintains dashboards and manages likely SLA breaches.
• Contributes to ensuring SLA conformity and cost-effective delivery.
• Develops and implements improvement plans for operations.

Connaissances

Customer service

Communication

Organizational skills

Problem solving

Delivery processes

Cross-cultural

Formation

Bachelor's degree in information technology or business administration or related field

ITIL Foundation certification

CCNA

Security certification

Description du poste

NTT DATA in Durban is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating and monitoring operational activities and processes to deliver on approved plans and improve service delivery. The role focuses on ensuring services are delivered effectively by carrying out routine tasks and implementing a services model that meets client needs.

You will work with delivery teams to monitor metrics, manage escalations, and drive improvements while balancing client