Senior Associate Technical Operations Specialist

nttlimited; Durban; On-site; ZAR 420,000 - 600,000; Full time

Job summary

NTT DATA in Durban is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating and monitoring operational activities. You will help implement a services model that meets client needs and drives continuous improvement of service delivery.

Key responsibilities include monitoring shift metrics, managing handover processes, and maintaining SLA-compliant operations while coordinating with internal service teams and leadership.

Qualifications

• Qualification in Information Technology or Business Administration or related field required.
• ITIL Foundation certification required.
• CCNA certification advantageous.
• Working technical network knowledge.
• Security related certification or experience in security role.
• 3-5 years of experience in the same or similar role.

Responsibilities

• Support with management of the shift roster and ensure metrics are monitored.
• Assist with shift handover processes and escalation management.
• Maintain dashboards and flag at-risk SLA moments.
• Help ensure services meet stated SLA levels and cost-effective delivery.
• Collaborate with service teams to identify risks and propose solutions.

Skills

Customer service

Communication

Organizational skills

Problem solving

Cross-cultural awareness

Working under pressure

Education

IT/Business Administration degree

Tools

ITIL Foundation

CCNA certification

Network knowledge

Security 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 Technical 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 Technical 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 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.

To thrive in this role, you need to have:

• 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:

• Qualification in Information Technology or Business Administration or related field required.
• ITIL foundation certification required.
• CCNA Advantageous
• Working Technical Network Knowledge.
• Security related certification or worked experience in a security role.
• 3-5 years worked experience in the same or similar role.

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 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 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.